The average processing time therefore includes

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For example, if the drop-off rate is high then this may result from customers waiting too long, which often results in an abandoned call, or from a lack of staff. If there are many calls and you don't have enough agents available to answer them, then your customers will give up. So to avoid scaring away your customers without getting a response, be sure to implement tools that will help you better satisfy them.

Among these tools, the Interactive Voice Server (IVR) will allow you to guide the customer in order to lead them to a qualified agent, who will be able to respond to their request, and avoid waiting times Belize WhatsApp Number between each agent. The IVR is a tool that will improve your performance and above all: the satisfaction of your customers.




Recommendation KPIs The N.P.S. The Net Promoter Score , from the acronym “NPS”, is a performance indicator which allows you to know whether the consumer recommends your brand to other people. This KPI evaluates customer experience on a scale of 0 to 10 and is based on a simple question: "How likely are you to recommend brand X to a friend or colleague on a scale of 1 to 10