VRM Customer Service

Abandon rate of incoming phone calls

Assist Inquiries / Requests

Average Profit per Customer

Average Profit per Segment

Cost per Resolution

Customer Questions Answered Online

Customer Service Cost

Customer Service Cost Ratio

Cycle Time, Issue Capture

Cycle Time, Issue Resolution

Cycle Time, Issue Root Cause Determined

New Customer Loyalty Index

Number of Active Customers in Segment

Number of complaints