This PDF report includes benchmarking data (in a visual, chart-based format), an comprehensive KPI definition, characteristics of high performers and technical details on measuring Transfer Rate. Purchase and download this easy-to-understand, presentation-ready report immediately to compare performance levels, set attainable performance targets, and push towards best-in-class performance for this KPI.
What is Transfer Rate?
The number of incoming calls handled by call center representatives that must be transferred to another employee to be resolved as a percentage of the total number of incoming calls handled by call center representatives over the same period of time.
Why should Transfer Rate be measured?
This KPI measures the accuracy in which callers are routed to the correct representative as well as the ability of representatives to resolve caller issues. A high value indicates that representatives are not sufficiently able to answer callers' questions or that the callers are originally being routed to the wrong representative or department. This can lead to extended handle times and poor customer satisfaction. A low value suggests that the IVR/VRU system is accurately directing callers to the right representatives or departments, without a need for further transfers.
Download a Sample Transfer Rate
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