When a customer calls your centre do you capture there details every time they speak to a new agent when transfered.

Is the average number of rings before the IVR picks up greater than 5.

Does your IVR tell you customer their position in the call queue

Is the average call time within the IVR before the call is transfered to an operator greater than 90 seconds.

When the operator first speaks to the customer do they ask "how can I help you".

If the operator cannot help the customer are they transfered back to the IVR.

If the operator cannot help the customer are they transfered to another operator.

If you had to call your call centre and score your experience as a customer, out of 100 how would you rate your satisfaction level.