The report breaks down the key pillars behind metrics like FRT, FCR, CSAT and NPS, giving you a true picture of the health of your customer care.
Discover the real First Response Time across the market and its direct impact on satisfaction.
What percentage of customers actually get through? We measured availability and the share of calls ended by the customer.
We analyse resolution speed and the number of interactions (FCR) needed with a customer to resolve a given issue.
A comparison of professional approach, clarity of the solution and the customer's overall rating of the communication.
Get suggested standards and SLAs you can use to manage your team fairly. See instantly whether you're among the best or falling behind the competition.
Getting through isn't enough. Time spent in the queue strongly shapes the first impression. Here are the measured benchmarks (Availability / Time):
