Oct. 18, 2012


  • A far better metric is analyzing the percentage of "one and done" calls. This is done by analyzing calls over a period of days or weeks, and determining which members had to call back. Repeat calls from the same member is an indicator that the member did not get the solution they were seeking with the first call, and had to call back for more information, or to re-report a problem.
    John Madsen