Objectives of Call Service Center
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Create a comprehensive list of objectives to measure, a sample mock-up report or graph, actions that could be taken proactively to manage each measurement, and a few techniques that can help motivate employees with respect to each metric. Collate the above information for each of the following areas:
? Call load
? Resolution time by tier
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Call Load and Resolution Time.
Call load is measured by multiplying the number of calls answered by the average handling time in a pre specified period of time. What is important is that these call load determines the ...
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