Key Success Indicators (KPIs)

We measure and optimize every interaction through international industry standards:

• AHT (Average Handle Time): We optimize the average attention time per interaction.

• ASA (Average Speed of Answer): We reduce waiting times for a more agile service.

• FCR (First Call Resolution): We seek to resolve most cases in the first interaction.

• NPS (Net Promoter Score): We measure the absolute loyalty and satisfaction of customers.

• CSAT (Customer Satisfaction Score): We capture immediate perception after each interaction.

• CRR (Customer Retention Rate): We work on campaigns that maintain loyalty in the long term.

• SL (Service Level): We ensure that calls are answered within the target time.

• ACR (Abandon Call Rate): We reduce abandoned calls thanks to an efficient service.

• Conversion Rate (Sales): We drive business effectiveness by converting prospects into customers.

Our Commitment

To create an environment where every interaction is an opportunity to improve, and where your performance translates into personal achievement, customer satisfaction, and business growth.