VRM Customer Service

14 KPIs

Abandon rate of incoming phone calls

[number of telephone calls abandoned by the caller while waiting to be answered] percentage of [total number of incoming telephone 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