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We will introduce you to some crucial KPIs and explain how to use them to improve your callcenter agents’ performance. Here are the five KPIs that we will focus on: AverageHandleTime. These three factors are then averaged by the total number of calls to find the AHT.
But, the supervisors can fetch reports, schedule periodic reports, and share it with the right stakeholders to assess and keep a track of campaign performance along with the business-specific metrics such as CSAT rate, conversion rate, inbound call flow, lead management, etc.
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