"Online
FAQ and telephone IVR were identified as the ?most frustrating?
customer service applications by survey respondents in a study
on customer service conducted by Creative Strategies? better
switch to iSource real time inbound call center service. "
Inbound Call Service
..................................................................................................................................
-
The mean conversation time, otherwise
referred to as Average Talk Time (ATT)
-
The mean dealing time, otherwise referred
to as Average Handling Time (AHT - equal to ATT plus wrap-up
and/or hold time)
-
The percentage of calls answered within
a determined time-frame (referred to as a Service Level
or SL %)
-
The number of calls / inquiries per
hour an agent handles (CPH or IPH).
-
The amount of time spent while an agent
processes customer requests while not speaking to a customer
(referred to as Not Ready time/NR, or After Call Work/ACW,
or Wrap-Up.)
-
The percentage of calls which completely
resolve the customer's issue (if the customer does not
call back about the same problem for a certain period
of time, it is considered as a successful resolution or
FCR - First Call Resolution).
-
The percentage of calls where a customer
hangs up or "abandons" the call is often referred to as
Total Calls Abandoned or Percentage of Calls Abandoned.
Calls are often abandoned due to long hold-times when
a call centre experiences a high call volume.
-
Percentage of time spent by the agents
not to take calls, often referred to as Idle Time.
-
Quality Assurance monitored by a quality
assurance (QA) team
Report
Details 
..................................................................................................................................
Reports are sent to the clients various
frequencies: Daily, Weekly and Monthly basis with all the
agreed performance metrics details. Tracking and enhancing
the process is made easier to clients with these comprehensive
reports. Feedback is encouraged and process restructure actions
are instant. |
