What internal performance benchmarks apply to CSRs?

Last Updated:

June 26, 2025

  • Response time: <1 hour first reply
  • Resolution time: <48 hours on average
  • Follow-up rate: 100% follow-through after case resolution
  • Care-First Scorecard: Maintain 30+/35 average across tone, empathy, clarity, resolution, follow-up, and creativity

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