Remove 2011 Remove Average Handle Time Remove Wait times
article thumbnail

What Call Center Metrics mean to Customers

Taylor Reach Group

So with ‘tongue planted firmly in cheek’, I present a customer translation for commonly used Call Center metrics; SL – Call Center operators know this as Service Level ; the percentage of calls that are answered within a defined period of time. This post was published in 2011 and updates in 2018.

article thumbnail

Pindrop Picks Up Another Cybersecurity Award- Early in 2021

pindrop

Passport Reduces Average Handle Time and Associated Costs . Passport reduces average handle times by 45 seconds per call. Helping to optimize contact center workforces, increase capacity for calls, and improve IVR containment rates. Passport Improves Customer Experience and Expands Self-Service Options.