Call Design

JULY 6, 2021

This score provides an overall view on the performance delivered, the level of customer service and includes variables such as ease-of-access, wait times and more. This metric is very similar to the customer satisfaction number as feedback is provided back to the company through a survey form from the customer. Advisor Satisfaction.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

The Northridge Group

AUGUST 23, 2022

These KPIs include: Average Handle Time (AHT). In addition to sharing this finding, we conducted extra calibrations on the calls the outsourcing partner handled and identified issues of concern to address in training such as: The vendor’s newly hired agents were missing basic knowledge of relevant customer service programs.

Healthcare 120

Healthcare Contact Center outsourcing contact center associations 120

Balto

JANUARY 11, 2024

Average handle time and repeat calls decreased when positive positioning was used, saving the company money. Some software is able to analyze a call in real-time. Other tools require some manual inputs after the contact, so it’s more efficient to analyze batches of contacts at one time.

Surveys 52

Surveys Customer Service Contact center software Calibration 52

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. This feedback can highlight specific areas where agents excel or need improvement. A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Customer Relationship Metrics

JULY 26, 2017

A large part of that challenge comes from the need to hide your real emotions and continue to ‘grin and bear it,’ even when receiving negative or critical feedback. Think about the evaluation, the calibration, and the coaching. Managing Emotions. Think about it as external Quality Monitoring (eQM).

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Outsource Consultants

MARCH 29, 2021

Call Center Tip #5 — Collaborate and Calibrate. Lastly, make sure you’re leveraging your BPO’s expertise in real-time. So make sure to offer your BPO vendor opportunities to provide feedback and suggestions. Agree on success measures — “Reduce your hold time by 30%.”.

Management 76

Management Calibration Call Center Average Handle Time 76

Callminer

AUGUST 1, 2017

Average handling times (AHT) increase. They don’t do anything else except maybe monitor a few calls and give some feedback. This can be achieved if all agents are trained on both campaigns so that the queue hold time can be reduced. Feedback loops are imperative to success. Errors happen.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334