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Reply To: Call Centre Grade of Service

Saeed Qadri


There are different KPIs or Key Performance Indicators that you can check for the grade of service. One of them will be total number of calls handled ; but it is not the most accurate one. Look for AHT , ASA and AWT indicators.
Grade of service is very numerical; I will give more weight to customer satisfaction reviews and sting reviews.
You can search for a properiatay method called ECHO for inbound processes.

I hope this helps.

Saeed Qadri