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If you can’t measure it, you can’t manage it
Service level, abandoned calls, productivity indicators, quality indicators, customer service are some of the key metrics typically used by a call center to measure data for customer complaints. For many businesses, retaining existing customers are cheaper than acquiring new customers. Customers become repeat purchasers usually because they believe that the services they buy are good value for money and the service they receive when contacting the firm is of optimal standard. Read more at:http://www.lieberandassociates.com/800_Number_Measurement_Metrics_Inbound_Customer_Service_Orders_Sales_Statistics.shtml
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