Taylor Reach Group
JANUARY 11, 2018
The CCO’s employ forecasts which are matched to the contractual KPI’s, most commonly, Service Level (the percentage of contacts answered within a specified time-period, which often varies by channel), Average Handle Time and Abandon rate. Internally the quality assessors can calibrate between themselves.
Taylor Reach Group
SEPTEMBER 25, 2018
This point and the futility or calibrating a 5 to 6 on a 10-point scale are why most quality programs actually offer no insight into actual quality. Together this makes for an effective quality program, without expensive and time-consuming calibration and ambiguous results. The old Contact Center Outsourcing (CCO) model is broken.
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Quality Contact Solutions
MAY 4, 2021
Consider metrics such as average speed of answer, abandon rate, utilization, talk times, first call resolution, etc. Regularly held calibration sessions between the client and the outsourcer are essential, especially at the beginning of the partnership. The purpose is to ensure alignment and course-correct as needed.
NobelBiz
MAY 9, 2023
Every step of the process can be calibrated to minimize the agent’s effort, from dialing the number to logging the call in the CRM. Abandon Rate must be monitored as progressive dialing does not measure agent or customer statistics. Requires Larger amounts of data to “churn” if higher ratios are set.
Voxjar
AUGUST 15, 2021
Average abandonment rate: the rate at which a customer gives up on connecting. For help building an objective and effective scoring process, check out our guide to call center call calibration. Did the rep follow compliance procedures? Average handle time: how quickly reps resolve inquiries.
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