Call center metrics : a measure of customer satisfaction

Authors
DeLong, Dayle
Keywords
South Carolina Budget and Control Board, Employee Insurance Program , Consumer satisfaction--South Carolina , Call centers--South Carolina
Abstract
Description
As part of the strategic planning process, the Employee Insurance Program conducted a customer satisfaction survey in June 2010. EIP's customer satisfaction survey focused on the customer service representative and how the customer's inquiry is handled. This project concluded that there are several factors to consider when gauging customer satisfaction. Customer wait time is a significant metric. First contact resolution is another important factor in customer satisfaction. After all, it's great to have the call answered quickly, but if the issue is not resolved, the customer will not be satisfied.
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Issue Date
2011-01-06
Contributor
Date Accessioned
2012-02-07T14:21:52Z
Date Available
2012-02-07T14:21:52Z
Item Format
Media Type
Document
Item Language
English
Publisher
South Carolina State Library
Digital Collection
South Carolina State Documents Depository
Rights
Copyright status undetermined. For more information contact, South Carolina State Library, 1500 Senate Street, Columbia, South Carolina 29201.
Type
Text
Digitization Specifications
300ppi, Epson Expression 10000xl flatbed scanner with Adobe Acrobat X Standard software, Archival Master file is a multi-image TIFF; online version is a PDF/A-1b. Color depth varies by collection: 24-bitcolor, 8-bit grayscale, or black & white.