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Quiz: Métricas de servicio al cliente

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Quiz: Métricas de servicio al cliente

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Métricas clave en servicio al cliente

Created by

Marlen hurtado amador
Marlen hurtado amador
Costa Rica

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Quiz: Métricas de servicio al cliente
 

Quiz: Métricas de servicio al clienteOnline version

Métricas clave en servicio al cliente

by Marlen hurtado amador
1

El NPS mide la satisfacción general sin incluir promotores ni detractores.

2

La CES es lo mismo que CSAT.

3

El tiempo de manejo promedio (AHT) se usa para evaluar la eficiencia de llamadas.

4

El CSAT se mide típicamente en una escala de 1 a 5.

5

La tasa de abandono no afecta los niveles de servicio acordados.

6

El tiempo de resolución (First Contact Resolution) indica si un ticket se resuelve en el primer contacto.

7

El coste por ticket es una métrica de satisfacción.

8

El SLA define el nivel de servicio acordado entre el cliente y el proveedor.

9

NPS evalúa la probabilidad de recomendar la empresa.

10

El CSAT se calcula multiplicando la tasa de retención por 100.

 
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