12 Key Call Center Metrics & KPIs To Drive Better Performance
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SOLVED:Consider the pattern of calling rate in a day. a. Using the annual figures given, compute the rate of calling (calls/hour/phone) averaged over a year. b. Compute the rate of calling for the busy hour (typically during late morning), using the CCS figures for the three types of switching centers and assuming that a typical call lasts for 3 minutes. c. What can you say about the uneveness of calling rate? d. Compare your calling habit (frequency and duration of calls) between the busy hour
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