Responses are then broken up into 3 categories - Detractors (rated by the organization 0-6), Passives (rated by the organization 7-8), and Promoters (rated by the organization 9-10). To calculate the NPS score, you then divide the number of detractors by the total number of respondents to get the percentage of detractors. You do the same with the promoter category to get the percentage of promoters - dividing the number of promoters by the total number of respondents.
Then, you [url=https://www.latestdatabase.com/phone-number-list/]mobile number list[/url] subtract the percentage of detractors from the percentage of promoters to get a percentage - your Net Promoter Score (NPS). of Promoters of Responses of Detractorsf Responses = NPS First Call Resolution (FCR): A measure of how often customers have their concerns addressed on the first contact with the call center. FCR is calculated by dividing the number of calls that were resolved on the first call by the total number of calls that were handled by agents, then getting the percentage by multiplying by 100. of Calls Resolved on 1st Contact 100 = FCR Rate of Total Calls Handled KPIs that Influence Agent-Performance-Related Goals The following KPIs are metrics that affect the results of agent performance-related business outcomes.
[url=https://www.latestdatabase.com/phone-number-list/][img]http://zh-cn.emaildata.me/wp-content/uploads/2023/04/mo3-300x183.jpg[/img][/url]
Tracking and managing these KPIs are essential to all other elements of call center performance - it’s hard to have a call center if you don’t have any agents. Plus, your agents are the face (or voice) of the business - they’re the ones the customers will interact with and the ones customers will remember. Agent Turnover Rate Measurement of how often/how much your work force changes. of your contact center, because agents who are motivated are less likely to leave. This is also an early indication of performance challenges you may be facing soon.