According to our poll, industry professionals believe that customer satisfaction to be the best metric, with 39% of participants choosing this option.
Poll – “What Do You Think is the Best Metric?” – answers
NetPromoter Score – 18%
Customer Effort – 8%
First Contact Resolution – 16%
Average Handling Time – 2%
NetEasy Score – 2%
Quality Scores – 6%
Sales Volume – 3%
Service Level – 4%
Agent Satisfaction – 3%
Customer Satisfaction – 39%
Source: Call Centre Helper website reader poll Votes: 185 Started: 16 Apr 2014