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FCR is an indicator of improving customer journey metrics (e.g., customer satisfaction), operating cost metrics (e.g., cost per call for resolution), and business outcome metrics (e.g., Net Promoter Score®, Net Retention Index). For example, research shows for every 1% improvement in FCR, there is a 1% improvement in customer satisfaction.
For example, on one network the 2019 cost of calling from the United States to the Dominican Republic is 6¢ ($0.06) per minute, while a connection to Cuba, a shorter distance, is 92¢ per minute. To some extent this reflects different costs and efficiencies in different countries, but it is used by some countries as a revenue source.
The average call duration (ACD) is a measurement in telecommunications that reflects an average length of telephone calls transmitted on telecommunication networks. The measurement is typically based on the reporting by telecommunication equipment via call detail records .
"Grade of Service" sometimes means a measure of inbound call center traffic to verify adherence to conditions to measure the success of customers served. On the other hand, the quality of service which a single circuit is designed or conditioned to provide, e.g. voice grade or program grade is called the quality of service.
In telecommunications, busy-hour call attempts (BHCA) is a teletraffic engineering measurement used to evaluate and plan capacity for telephone networks. [1] BHCA is the number of telephone calls attempted at the sliding 60-minute period during which occurs the maximum total traffic load in a given 24-hour period (BHCA), and the higher the BHCA, the higher the stress on the network processors.
The prices are loaded into software to calculate and compare termination costs. A route is chosen, fixing a cost-for-pricing, and new prices are issued based on the costs-for-pricing. The new routes are implemented on the switch and finally the traffic volumes and margins are monitored through reports from the billing system.
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