Manager Call Center Interview Question:

Please explain what metrics do you consider the most important factor in measuring customer satisfaction?

Submitted by: Muhammad

Describe the metrics you use and why. Common metrics include:

☛ first response time
☛ first contact resolution
☛ problem resolution time
☛ resolution rates
☛ escalation rates
☛ customer retention
☛ referrals
☛ call volumes
Submitted by: Muhammad