Monthly Customer Service (CS) Metrics
CS Job
Month Calls/Hr
Score Sat.
14,478
87% 82
11%
14,123
87%
82
12%
13,944
90%
85
14%
12,138 91% 86 15%
11,170 93% 88 11%
10,773 95% 90
1
2
3
4
5
6
*Monthly Goals:
Calls per Hour (Calls/Hr)>= 13,500;
Customer Service (CS) Score >= 86%;
Job Satisfaction (Job Sat.)>= 84;
Escalations (Esc.) <= 12%;
Resolutions (Res.)>= 97%
Esc.
Res.
84%
91%
83%
91%
85%
9% 92%
Which two metrics appear to be related?
Calls per hour & Escalations Escalations & Resolutions Customer service score & Escalations
Customer service score & Job satisfaction Customer service score & Resolutions