How to Calculate a CSAT Score Many businesses are able to tailor CSAT measurements to the needs of their own business, but they do often measure it in very similar ways. Here are three common ways used by contact centres and BPOs to calculate CSAT. 1. Creating an Average Score On a scal...
When you’re tracking service level, the average number of seconds it takes to answer a call is your hero metric. To calculate your average speed of answer (ASA), divide the total length of customer wait time by the total number of calls answered, then multiply the result by 100. You m...
For example, if you ask the caller if their query has been resolved they may say yes but then call back a couple of days later, realising that they forgot to mention something. So, if you calculate FCR by repeat calls, the query would be viewed as unresolved, but it would not be if...
Customer Satisfaction Score (CSAT):Measures customer satisfaction with a specific interaction or product. Net Promoter Score (NPS):Reflects how likely a customer is to recommend your brand to others. Customer Effort Score (CES):Evaluates how easy it is for customers to complete interactions or reso...