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Technical Support Account KPI
We are a on a Technical Support Progam for DSL company in US. Offshore
AHT: 13:30 mins
Quality Assurance Internal/External: >=90%
First Call Resolution (FCR): >= 87%
Customer Care Index (CCI): >= 60%
Absenteeism Rate: <= 5%
Service Level: >= 98%
Presidential Appeals: <= 2 every 100,000 calls handled
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