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When a company is interested in attaining superior performance in customer service, sometimes it’s useful to peak into other companies’ “kitchen,” so that they can get an idea of where they stand in comparison to them.
Measures the percentage of requests resolved during the first contact with the customer, from overall customer requests.
Measures the percentage of solved complaints from customers, from overall problems raised by customers.
Measures the percentage of complaints responded to within the standard time, from overall complaints addressed by customers.
Measures the percentage of customer calls that do not reach the service operators due to insufficient employees or network facilities in place.
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