Hellow rocksteadyian,
How are you measuring 1st Call Resolution for your Tech team? I'm trying to establish this KPI for my team as well.
Quote:
Originally Posted by rocksteadyian
Our Program is a Technical Support Account for DSL Service
AHT 13:30 mins
Quality Assuarance Score Internal/External: 90%
First Call Resolution: 87%
Customer Care Index: 60%
Absenteeism Rate: <= 5%
Presidential Appeals: 2 <= every 100,000 calls handled
Sevice Level: >= 98%
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