Calltools

JUNE 9, 2021

For example, your call center may excel in areas that are a weak area for your competitor. Use innovative monitoring and analysis steps to monitor these top metrics to identify areas of strength and weakness. How many callers hang up before an agent picks up or solves an issue? After Call Work Time. First Call Resolution.

Metrics 52

Metrics Abandon rate First call resolution Average Handle Time 52

Callminer

OCTOBER 11, 2018

Bryan Weinstein is the VP/Business Development and Chief Compliance Officer for Call 4 Health , a medical call center headquartered in Delray Beach, FL, with two additional call centers in Spring Hill, TN and Linthicum Heights, MD. Without question, our most important metric is first call resolution…”.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Customer Relationship Metrics

JANUARY 11, 2017

Let’s explain why with a short example: Contact Center A: The post-call IVR survey was linked to a specific contact center agent. Contact Center B: The post-call IVR survey WAS NOT linked to a specific contact center agent. Goal: Reduce repeat calls – increase First Call Resolution (FCR), when the emotions are fresh.

Customer Experience 67

Customer Experience Interactive Voice Response Caller satisfaction Calibration 67