What is After-Call Work (ACW) or Post-Call Processing? Tips, Industry Standards & More


Tips, Industry Standards & More appeared first on CallMiner. What is after-call work (ACW)? Learn how post-call processing works, the challenges of ACW for call centers, and the best practices that can boost productivity and produce ROI.” ” Blog Post Here. The post What is After-Call Work (ACW) or Post-Call Processing? Call Center Best Practices Customer Service & Support after call work

"Follow the Leader", Featuring Al Hopper

Call Center Weekly

What are your thoughts on industry standards, with regards to contact center metrics? Those metrics work because it's a standard measurement between teams and even eras. Why do we use metrics? To determine our success at something.

8 Vital Lessons from an Award-winning Supervisor

Call Center Coach

And with it known that 80% of people leave their jobs due to the relationship they have with their immediate supervisor, AND you’re in an industry with widespread issues with low-morale and high-turnover, the stakes are very high and the unfortunate industry standard has been that the immense burden is on individual supervisors to find their own way to success – quickly.”. Adriana Thompson – Contact Center Supervisor of the Year 2018.

4 Measurements of CX Success in the Outsourced Contact Center


While many BPOs adopt an 80/20 service level (as somewhat of an industry standard), a Folono post on finding the right service level suggests that management should think otherwise.

Are You Keeping Up with Your Customers?


Their goal, you heard, is to have the best customer service in the industry. Let them go head-to-head with customer service and experience expectations based on the existing industry standards. Let the best of the best, regardless of industry standards, set your bar.

Why the best contact centers ignore survey scores

Call Center Coach

In the contact center industry, our common practices are by no means what you want to follow – unless you want to be average. I believe in the human spirit and that we can overcome some of the most difficult obstacles with the proper mindset and approach.

4 Ways Contact Centers Make Successful Direct Response Campaigns

Outsource Consultants

They also offer PCI compliance and other forms of certification to ensure they’re up to your industry standards. Direct response marketing has been very popular for many years.

HGS Harvests Gold at CCW Awards Ceremony


We believe in exceeding industry standards, delivering significant outcomes for our clients’ bottom lines, and helping customers get to the right answer, fast.”. This is a key differentiator for us to compete in the industry.”. HGS Harvests Gold at CCW Awards Ceremony.

The Many Advantages of Outsourcing your Medical Transcription Services


Outsourcing medical transcription services , in the recent years, has become something of a trend in the healthcare industry, its major beneficiaries being health clinics, hospitals, physicians, healthcare providers and out-patient surgical centers.

How Do You Measure Success in BPO Call Centers?


BPO (Business Process Outsourcing) is an industry experiencing rapid growth, with predictions that it’ll reach $3 billion in the next few years.

How many chat sessions can agents handle?

Customer Relationship Metrics

The industry standard for concurrent Chat sessions. The next question that is most often asked after how many concurrent chat sessions can agents handle is, “What is the industry standard for concurrent Chat sessions per agent?”.

A Look Back at Call Centers Before the Cloud

Revation Systems

As technology’s impact continues to expand, enhancing the customer experience is becoming top-of-mind for organizations across nearly every industry. The last five years have been marked by rapid transformation and advancements in the technological space.

Contact Center Executive Priorities for 2018

Call Center Coach

Do You Love the Industry Standard Being By the Seat of My Pants. Contact Center Industry Size and it’s Tipping Point. Contact Center Performance change management contact center industry priorities reportsCoaching is the #1 agent experience focus for 2018. Yahoo! At least it is as stated in CCW’s Executive Report Contact Center Priorities for 2018. I am thrilled to see the importance of people development being a lead focus for 2018.

Contact Centers Focusing Less on 80/20 Service Level


It gives the industry a universally understood way to talk about how quickly calls are answered by agents. As mentioned above, that exact combination is considered by many to be an industry standard.

Top Telemarketing Tips to Spark Your Call Center Performance

Dialer 360

However as the industry and competition are getting bigger, it requires expertise in certain areas. Call center metrics industry standards do require training your agents to keep them updated with the knowledge!

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency


A large portion of his work involves helping people increase their call efficiency, especially since the financial services industry depends so much on outbound prospecting over the phone. “ Most call centers struggle with efficiency at one time or another.

Operational Indicators – Sevice Levels, ASA & Occupancy Rate

Taylor Reach Group

This outlier effect on the customers’ view of the service is not intuitively obvious to many, both inside or outside the Contact Center industry. Many Contact Center managers assume that a target Service Level of 80 -20 is the industry standard and therefore use that as their own target. While this may be the most common service level for customer service Call Centers, the fact is that there is no industry standard for the Service Level. By: Turaj Seyrafiaan.

6 KPIs to Guarantee Success from Your Outsource Call Center

Outsource Consultants

Industry standards say that you want to answer 80% of your calls within 20 seconds. While this will mean 20% of the calls will have to be put on hold, 80% is a realistic goal that is used by most in the call center industry.

Best Practices for Protecting Customer Data in Service

Win the Customer

Instead, top management should work with IT input to establish company-wide policies that conform with the business goals, industry standards and customer service standards of the company.

Is an 80/20 Service Level Your Call Center’s ‘North Star’?


That exact combination is considered by many to be an industry standard. Many people assume this standard is based on careful analysis which revealed that 80/20 was a good target to set, but in reality, it appears 80/20 was arbitrarily chosen in the early days of call center technology.