Recommended Y (outputs) for a service / transactional project in call centers:

Goal Metric Metric Type

(CustSat,Cost)
Decrease Cost of Sales
  • Attendance Adherence
  • Average Not Ready Time
  • Average Talk Time
  • Average Loss per Override Credit
  • Average Fraud Loss

 

 Cost
Increase Customer Satisfaction
  • Average ASA
  • Customer-Directed Coaching
  • Customer Satisfaction
  • First Call Resolution
  • Transfer Rate
  • Peer Coaching
  • Consult Rate
  • Call Escalation Rate

 

 Customer Satisfaction

 

 

About the Author

Laura (Gibbons) Edell