Customer Retention Rate: Monitor the percentage of customers who continue to use the company's services after interacting with the representative, indicating the representative's ability to build rapport and provide satisfactory solutions. […]
Escalation Rate: Monitor the rate at which customer inquiries or issues need to be escalated to higher levels of management or specialized departments, aiming to minimize the need for escalation through effective problem-solving. […]
1) Responding to customer inquiries: Answering phone calls, emails, or online chat messages from customers and providing them...