Definition: Full-Time Equivalence, or FTE, is a unit of measurement used to represent the total productive hours of an ideal full-time resource. This varies depending on organizational policies, industry practices, or specific requirements. One or more full-time or part-time resources may need to contribute productive time to make up an FTE. For Example, if an […]
Full-Time Equivalence (FTE) Read More »
Total time that a customer spends waiting on hold. This requires the representative to engage the hold feature. If the representative mutes the call or goes silent, this is technically considered talk time as the customer would not have received the hold experience, which is sometimes automated recordings. Component of: AHT Acronyms/ Synonyms: Hold
Quantifiable, objective-based metrics deemed important to accomplishing key business outcomes. Different business objectives may require different sets of KPIs, and even after these have been selected, they may require ongoing adjustments to ensure alignment with business needs. Acronym/ Synonyms: KPI
Key Performance Indicator (KPI) Read More »
Definition: Net Promoter Score (NPS) is a customer loyalty metric that measures the likelihood of customers recommending a company, product, or service to others. It is based on the premise that customers can be categorized into three groups: Promoters, Passives, and Detractors. NPS provides insights into overall customer satisfaction and loyalty. Calculation: NPS is determined
Net Promoter Score (NPS) Read More »
Definition: The “Not Ready” state refers to the status of call center agents or customer service representatives when they are temporarily unavailable or unprepared to handle customer interactions. It indicates that agents are not currently able to accept incoming calls, chats, or other customer communication channels due to various reasons, such as ongoing tasks, system
Definition: Occupancy Rate measures how much of an agent’s work time is spent on customer-related activities, such as handling calls, chats, emails, can providing case support. This is impacted primarily by Available time. See Agent Utilization. Calculation: (Work Time) /(Work Time + Available Time) * 100 Benchmark: 85-90%. Higher occupancy rates are generally desirable. However,
Definition: Offer Rate or Offer to Forecast Ratio is a metric that compares the number of contacts offered to call center agents with the forecasted contact volume for a specific period. This evaluates the accuracy of call volume forecasting and assesses the call center’s ability to effectively handle the predicted workload. Calculation: (Number of Contacts
Definition: Queue size refers to the number of customer interactions or requests that are waiting or queued up to be addressed by customer service representatives. Measurement: Queue size can be measured by counting the number of interactions or requests in the queue at a particular point in time. It can be tracked in real-time using
Transactions that involve a live interaction between the representative and the customer. These include inbound calls, webchats, SMS, and person-to-person. For these transactions, customers will wait in a queue until they get support or decide to abandon. Acronyms/ Synonyms: Live Transactions, Live Interactions, Real-time Interactions
Real-time transactions Read More »
Employees of the Service Provider that have been hired and trained to provide Customer support. Clients may opt to partake in the hiring and training process to ensure alignment with their business objectives. Acronyms/ Synonyms: Agent, Customer Service Representative, Representative