BDR Guide

Question 1

What is CSAT?

Answer 1

Customer satisfaction. A core KPI of CS and CX teams.

Question 2

What is CES?

Answer 2

Customer Effort Score. It measures how much effort customers have to put in to resolve an issue or complete a task. Low score = better experience, higher score = worse.

Question 3

Customer Churn Rate

Answer 3

The percentage of customers who stop using a company’s products or services during a specific period.

Question 4

Agent Satisfaction

Answer 4

Measure of how happy and fulfilled customer service agents are in their roles. High agent satisfaction = better CS outcomes.

Question 5

What is FCR?

Answer 5

First contact resolution. The percentage of customer inquiries or issues resolved on the first interaction without the need to follow up.

Question 6

Abandon Rate

Answer 6

The percentage of customers who hang up or leave a service queue before their issue is addressed. = long wait times or poor service.

Question 7

What is FRT?

Answer 7

First response time. The average time it take for a CS team to respond to a customer inquiry for the first time. faster FRT = better CSAT.

Question 8

TCO

Answer 8

Total cost of ownership. Refers to comprehensive assessment of all costs associated with acquiring deploying operating and maintaining software over its entire lifecycle.