Percentage of transferred calls that are misdirected
This measure calculates the percentage of transferred calls that are misdirected. It is part of a set of Process Efficiency measures that help companies optimize the performance of their "plan and manage customer service operations" process by minimizing waste and refining resource consumption.
Benchmark Data
Measure Category:
Process Efficiency
Measure ID:
102792
Total Sample Size:
446 All Companies
Performers:
25th | Median | 75th |
---|---|---|
- | - | - |
Key Performance
Indicator:
No
Compute this Measure
Units for this measure are percent.
Percentage of transferred calls that are misdirected
Key Terms
Process efficiency
Process efficiency represents how well a process converts its inputs into outputs. A process that converts 100% of the inputs into outputs without waste is more efficient than one that converts a similar amount of inputs into fewer outputs.