The managers at Synopsis Telecom recently analyzed the efficiency and productivity levels of their call center executives.Their findings showed that 50 percent of all calls were answered within 30 seconds,40 percent within 60 seconds,and 10 percent within 90 seconds.Which of the following metrics is the company using?
A)Abandon rate
B)Transaction time
C)Response time
D)Time service factor

Question

Quizplus · Accepted Answer

The time service factor is a call center metric which refers to the percentage of calls answered within a specific time frame,such as 30 or 90 seconds.

The Managers at Synopsis Telecom Recently Analyzed the Efficiency and Productivity