Banking Metrics Service level Wait times 
Fonolo
JULY 21, 2020
Insanely long wait times became the norm for many companies, particularly financial services like banks and credit unions. A Case of Good Timing. These can spin out into longer-term improvements in a lot of your key metrics, like FCR, CSat, ESat, and Service Level. A Deluge of Phone Calls.
Callminer
AUGUST 1, 2017
No sacred cows … watch out for any processes that are time vampires. Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured.
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Fonolo
JULY 21, 2020
Insanely long wait times became the norm for many companies, particularly financial services like banks and credit unions. A Case of Good Timing. These can spin out into longer-term improvements in a lot of your key metrics, like FCR, CSat, ESat, and Service Level. A Deluge of Phone Calls.
Callminer
NOVEMBER 25, 2019
Depending on your call center’s primary functions, certain metrics may prove meaningless and unusable in a practical sense, while others can be pivotal in assessing performance and improving over time. Following are a few metrics that matter for inbound call centers: Abandoned Call Rate. Types of Call Centers.
Expivia
APRIL 1, 2021
High service levels do not mean as much as low AHT, Wait Times, and Wrap time. You get pressure to handle more calls in a shorter period of time. Disjointed departments all handling sales/service is a huge reason for the lack of service in the marketplace. Wrong Metrics.
pindrop
APRIL 30, 2020
The global pandemic hit this critical function, and many were left scrambling to keep their operations running, customer service levels up, and their customer data safe. Pindrop , an enterprise voice security company, works with eight of the top 10 banks, three of the top five brokerages, and five of the top seven life insurers.
Expivia
APRIL 1, 2021
How we route has evolved from the longest wait time to skills-based routing. It can be found in the financial services world when calling about credit card information, or when calling your credit union or bank. With that in mind, let’s look at ten changes that will be coming to contact centers in the next five years.
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