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  • Quality - 85% Compliance - 90% Prod - 80% Internal Close Ratio - 37% Handle Time - 900 Seconds ASA - 30 Secs or Less

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    Clint Jan Salvaña
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    This document provides key performance metrics for a contact center, including quality at 85%, compliance at 90%, productivity at 80%, internal close ratio of 37%, handle time under 900 seconds, and average speed of answer under 30 seconds. Additional metrics show absenteeism below 8% and an external close ratio also at 37%.

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    GWC

    Original Title

    GWC KPI

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    This document provides key performance metrics for a contact center, including quality at 85%, compliance at 90%, productivity at 80%, internal close ratio of 37%, handle time under 900 seconds, and average speed of answer under 30 seconds. Additional metrics show absenteeism below 8% and an external close ratio also at 37%.

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    © All Rights Reserved
    Download as TXT, PDF, TXT or read online from Scribd
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    Download as txt, pdf, or txt
    21 views1 page

    Quality - 85% Compliance - 90% Prod - 80% Internal Close Ratio - 37% Handle Time - 900 Seconds ASA - 30 Secs or Less

    Uploaded by

    Clint Jan Salvaña
    This document provides key performance metrics for a contact center, including quality at 85%, compliance at 90%, productivity at 80%, internal close ratio of 37%, handle time under 900 seconds, and average speed of answer under 30 seconds. Additional metrics show absenteeism below 8% and an external close ratio also at 37%.

    Copyright:

    © All Rights Reserved
    Download as TXT, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as txt, pdf, or txt
    of 1

    Quality - 85%

    Compliance - 90%
    Prod - 80%
    Internal Close Ratio - 37%
    Handle Time - <900 seconds
    ASA - <30 secs or less

    Absenteeism - <8%
    External Close Ratio - 37%

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