![]() □ Use this metric to analyze the business performance associated with the outbound campaign.ġ6. That means it’s more about the number of products you sell than the number of people who called about it or visited your website. Hit rate: This is the number of connected contacts out of the number of attempts - i.e., your hit rate is the success rate of your outreach efforts. ![]() □ Providing an ideal caller experience will ensure customers keep coming back to engage with your business.ġ5. First call resolution (FCR): Do agents identify a customer’s issue the first time they contact a call center? That’s what this metric monitors, plus the quality of service that customers receive. Management often uses this metric to evaluate the capacity of telephone networks.ġ4. Busy hour call attempts (BHCA): The number of calls agents attempted during the busiest hour of the day. Expected wait time (EWT): This is the expected time your phone system tells customers to wait before they can speak to an agent.ġ3. Average time of abandonment (ATA): Use this call center terminology to measure the average length of time a caller stays in a queue before they hang up the call.ġ2. Average speed of answer (ASA): The average number of seconds it takes for an agent to answer a call.ġ1. But it doesn’t include the time a customer spends on hold or the times an agent does other work, during or after the call.ġ0. Average talk time: This measures the time an agent spends speaking to a customer. □ Use this formula to calculate your AHT: Add your total talk time + total hold time + total after-call tasks (or ACW), then divide by the number of total calls.ĩ. Average handle time (AHT): This metric shows the average time agents spend in call-related activities, including conversing, hold time, and any after-call activities and administration. After-call-work (ACW): The average amount of time an agent takes to wrap up a call.Ĩ. (Either you took too long to get to it, or the customer was short on patience that day.)ħ. Abandoned call: A call or any contact to the contact center that ends before any conversation occurs. There are tons of ways to track performance in a call center, so you gotta get hip to some of the terminology you’ll hear nearly daily:Ħ. CSRs handle complaints, process orders, and share information about an organization’s products and services. Customer service representative (CSR): Anyone who interacts with customers. Coach: In a call center, a coach provides additional support and technical knowledge to agents.ĥ. Call center manager: This person’s responsible for budget execution, operation, business performance, and overall direction of the call center management software.Ĥ. Blended agent: An agent who manages inbound and outbound calls and applications as needed, which is determined by contact center traffic levels.ģ. Agent: These are the call center representatives who handle incoming and outgoing customer calls or any other communication with customers in the contact center.Ģ.
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