Help / Support Desk

0 Lời bình

Average number of calls / service request per handle Average number of calls / service requests per employee of call center / service desk within measurement period % of overdue service requests Number of overdue service requests (ot closed and not solved within the...

Field services

0 Lời bình

Labor time as a % of total planned time Labor time as a percentage of total planned time. Travel time as a % of total planned time Travel time as a percentage of total planned time. First Time Fix Rate Percentage of field service calls that are resolved with just one...

Customer service

0 Lời bình

Number of complaints Number of complaints received within the measurement period. % of customers that are satisfied Percentage of customers that are satisfied. % of correspondence replied to on time Percentage of correspondence replied to on time % of customers given...

Customer relationship

0 Lời bình

Average Spend per Customer The total sales revenue made to date, divided by the total number of customers to date. % of dormant customers Percentage of customers not using the product or service. Customer defection rate Customer defection rate (percent of customers...