EDEN PRAIRIE, Minn.-Vocal Laboratories (Vocalabs) announced a new set of benchmarks for measuring quality of customer service.
The new benchmarks are: satisfaction, which measures overall experience; completion, which measures whether the caller got all necessary information in one call; and consistency, which measures how similar the call experience was for each caller. Each category is given a letter grade A-D and Vocalabs makes statistical comparisons with the results.
