2. • Managers predominantly focus on improving
call center metrics; they are the key factors
which define the success of contact center
operations.
• Good statistics translate into quality customer
care.

3. Call Center Metrics
• Customer Service Satisfaction Score (CSAT)
• Telephone Service Factor (TSF)
• First Call Resolution Rate (FCR)
The above mentioned metrics have the ability to
either build or destroy the image of your products
or services

4. • Regular monitoring and applying corrective
actions can improve these performance
metrics, thereby ensuring an exceptional
customer experience.
• Read More: http://goo.gl/kUH7MF