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ITO Critical measures call center outsourcing (Tech support metrics call…

- - - - internal issue
        
        ultimate resolution time of a call.
        It’s critical to measuring the amount of work in process within the organization.internal measure
    - - amount of support determined by defects in the product itself
        vs
        
        customer’s need for help on usage issues
        Implication: a good number to know when assessing call center performance.