Quality Contact Solutions

MAY 4, 2021

KPI’s – Know what key performance indicators are essential to the program’s success and be sure the prospective inbound call center outsourcing partner understands and can measure them. Consider metrics such as average speed of answer, abandon rate, utilization, talk times, first call resolution, etc.

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98

NobelBiz

APRIL 3, 2023

Some other mistakes that we often see are skipping calibration, not training coaches properly, and overwhelming those who monitor and coach. Moreover, 87% of respondents presently find it challenging to provide quality management in a remote environment. If this is you, NobelBiz is here to help.

Quality management 52

Quality management Call Center Management Calibration 52

Serenova

MAY 29, 2020

Crisis presents the uncommon opportunity to deliver customer interactions that build unshakable loyalty. You’ll improve customer experience metrics like average handle time and first call resolution. Calibrate regularly. Ask evaluators to review the same call and compare for better data and success.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

Crisis presents the uncommon opportunity to deliver customer interactions that build unshakable loyalty. You’ll improve customer experience metrics like average handle time and first call resolution. Calibrate regularly. Ask evaluators to review the same call and compare for better data and success.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Callminer

AUGUST 1, 2017

First Call Resolution : In today’s busy world, each customer wants to resolve their problem(s) fast and efficiently without having to consistently follow up. These are some of the main metrics; however, we also must think about the call outcomes and other key factors that can impact the business.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

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. OMNI+ powered by SafeSelect is here to end all present and future compliance-related issues. At NobelBiz, we understand the importance of staying compliant without sacrificing performance.

Best practices 98

Best practices Call Center Gamification Contact center software 98