Across
- 3. the average time taken by the agent after he or she starts a customer's call, answers the questions, takes in the vital details, puts the customer on hold, ends the call, and does the after call work
- 4. A metric that indicates how satisfied customers are with a company's products or services. It's measured through customer feedback and expressed as a percentage (100% would be fantastic – 0% would be terrible)
- 5. The amount of agent time actually spent in accordance with their scheduled tasks as a proportion of their total scheduled time.
Down
- 1. On TTS, A transfer that is in the process of getting to the recipient
- 2. A document used as evidence to prove that TTS has sent the funds back to the customer's bank is called