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Call Centre Grade of Service

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    Bob Mudde

    Can you send me details as to how to check on Grade of Service of a call center and call center agents?

    e.g. answered call/ presented call = 50/100 = 50% etc.

    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

    Mohit Khatri

    Hey Saeed,

    Please tell me the full form of ASA and also the method of calculating it.
    I would also appreciate if you can tell me the relevence of a high and low ASA.

    Please enlighten me about the procedure of Satisfaction and sting reviews.

    Mohit Khatri


    A Key Performance Indicator (KPI) is a specific measure of an organization’s performance in an area of its business. It is a general concept, with different implementations depending on the type of business and goals of the organization.

    From the perspective of balance scorecard, KPIs can be categorized by financial, customer, internal processes and learning&growth.

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