hard20 pts · first answer countskpi-designprocess-improvement

A metric with a side effect

A new call centre process cut average handling time by 20%, but repeat calls from the same customers rose sharply. How should success be measured?

A.Keep measuring only average handling timeB.Measure first-contact resolution and customer satisfaction alongside handling time, and review the process for rushed callsC.Measure the number of calls answered per day onlyD.Stop measuring to avoid confusion

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A metric with a side effect

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