Call centers that track ASA and other KPIs have the ability to provide superior service to clients. Using these metrics, call centers can then improve their service, increasing their success rate and effectiveness. Call centers need to be able to assess how effective, fast, and reliable their service is. Call centers have a variety of key performance indicators (KPIs) that they use to track the effectiveness and success of their service. Average speed of answer (ASA) is one of the most important factors that call centers use to determine the quality of their service.
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