Call Design

JULY 6, 2021

This metric reflects the knowledge base and expertise of the agents working in the contact centre as well as how well your customers are directed through the IVR to the appropriate agent. 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.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Call Design

SEPTEMBER 2, 2021

We could look at “right interaction” and go after a stronger phone menu or IVR options. We can better define the interactions as they come into our contact centre and route them appropriately. Or we could focus on “right time”, concentrating on our forecast accuracy and schedule adherence.

Schedule adherence 148

Schedule adherence Coaching Finance Interactive Voice Response 148

Hodusoft

DECEMBER 28, 2022

A call center’s FCR metrics can be improved in multiple ways, such as: Establishing a resourceful and knowledgeable base for FCR escalations Providing self-service options to resolve simple issues Allocating feedback by conducting surveys Tracking repeat calls through speech recognition Examining the FCR push-down cause 2.

Best practices 52

Best practices Call Center Metrics call center software 52

Dialer 360

SEPTEMBER 14, 2022

Schedule Adherence. The agent’s adherence to their timetable is indicated by this metric. With advanced software, you can achieve all your scheduling goals effortlessly. Customer satisfaction ratings generally come into the picture during feedback surveys, which are conducted at the end of a call.

Call Center 26

Call Center Interactive Voice Response Schedule adherence First call resolution 26

Noble Systems

MARCH 22, 2021

Advanced IVR Solutions Enhance the Agent and the Patient Experience. By creating a single gateway with an advanced IVR solution, health call centers can greet all patients with a consistent branded experience. Interactive voice response captures the reason for each call.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98

Babelforce

NOVEMBER 30, 2022

Do you know your DTMF IVRs from your ACDs? Usefully calculating and interpreting ATA depends on whether or the contact center uses an IVR system – this is complicated by the fact that customer can either hang up from frustration, or because the IVR answered their query. This does not include time spent navigating an IVR system.

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52

Callminer

JANUARY 18, 2021

While the majority of consumers choose to reach out to companies via multiple mediums , many have reported wanting to avoid going through structured IVR systems – so it’s no surprise that communication quality within a contact centre has become more important than ever before. Leverage a quality monitoring program for vital feedback.

Best practices 226

Best practices Call Center Contact Center Scripts 226