Measure Everything
Ce nu măsori nu poți îmbunătăți. Performance metrics oferă vizibilitate completă asupra operațiunilor și identifică oportunități de optimizare.
Key Performance Indicators
Average Handle Time-8%
4:32
Target: 5:00
First Call Resolution+5%
78%
Target: 75%
Customer Satisfaction+0.3
4.2
Target: 4.0
Service Level+4%
82%
Target: 80%
Abandon Rate-1%
5.2%
Target: 5%
Agent Utilization+2%
72%
Target: 75%
Metric Definitions
AHT (Average Handle Time)
Talk time + Hold time + After call work
Lower is generally better, but not at cost of quality
FCR (First Call Resolution)
% issues resolved without callback/transfer
Higher = better customer experience, lower costs
CSAT (Customer Satisfaction)
Post-call survey score (1-5 scale)
Direct measure of customer experience
Service Level
% calls answered within target time (e.g., 80/20)
80/20 = 80% answered within 20 seconds
Agent Performance Comparison
| Agent | Calls | AHT | FCR | CSAT | Score |
|---|---|---|---|---|---|
| Maria P. | 145 | 4:15 | 92% | 4.8 | 96 |
| AI Agent | 523 | 3:42 | 88% | 4.5 | 92 |
| Ion G. | 132 | 4:48 | 85% | 4.4 | 88 |
| Ana M. | 118 | 5:21 | 82% | 4.3 | 84 |
Cost Metrics
€2.45
Cost per Call (Human)
€0.35
Cost per Call (AI)
€1.20
Blended Cost per Call