These measures provide a reading of caller experience Service level measurements help in understanding the accessibility of the call centre, the number of agents required, and provides a comparison to benchmark with others centres.

BPIR Categories

15.2.4 Service performance e.g. quality/delivery/value
15.4.4 Employee performance management/recognition
1.1.1 Customer performance/satisfaction measurement
1.3.2 Determine & provide customer contact mechanisms

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