Number of complaints
Number of complaints received within the measurement period.
% of customers given satisfaction surveys
This one is important in any QMS, puts customer and his satisfaction in focus.
Average number of calls / service request per handler
Average number of calls / service requests per employee of call center / service desk within measurement period.
First-call resolution rate
Percentage of customer issues that were solved by the first phone call.
Abandon rate of incoming phone calls
Percentage of telephone calls abandoned by the caller while waiting to be answered.
Average speed to answer phone call
Average time (usually in seconds) it takes for a telephone call to be answered.
