Calculating email reply rates

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Calculating email reply rates
I need to find out how quickly my Contact Centre are responding to emails as I need to see if they are within the service level agreement. How can I do this without installing monitoring software?

Helper

Call Centre Helper

Sampling
A simple technique is to use sampling.

Take a batch of 100 emails and go through on a spreadsheet, with two columns one form start and one for end. You can then use this to work out response time.

Obviously this is quite work intensive.

Failing that you would need to install some contact centre software with email reporting built in.

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