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6 Ways to Reduce Call Center Shrinkage

Fonolo

Look at these numbers in weekly, monthly or annual blocks to spot larger or seasonal trends. Track Schedule Adherence. Schedule adherence is an area where your workforce management (WFM) tools can be very helpful. It affects shrinkage, too.

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Small Business Call Center Software Solutions

Noble Systems

Auto-Attendant and IVR. Adding an IVR (interactive voice response) to the mix provides additional options, such as gathering more specific information to help send the call to the right place (ie, differentiating between a new order, customer service on a previous order, or a billing question). allow the number.

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Call center optimization: 5 methods to improve call center performance

Dialer 360

Schedule Adherence. The agent’s adherence to their timetable is indicated by this metric. Keep your call center up-to-date with new trends and technologies for agent growth and business success. You can assess the agent’s capacity for effective time management. Upgrade your Tech.

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6 Healthcare Call Center Solutions for Better Patient Care and Agent Retention

Noble Systems

In the first blog in this 2-part series, we discussed the top healthcare contact center trends. 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.

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International Contact Centre Operations Tips & Best Practices

Callminer

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. Caller Expectations are on the Rise.

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Contact Center Terminology – Abbreviations & Key Terms Explained!

Babelforce

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.

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Call Center Management: Challenges, Strategies, Tips, and Best Practices

Hodusoft

Key components of call center management Key metrics to evaluate the success of call center management Challenges in call center management Best practices for efficient call center management Trends in call center management An Understanding of Call Center Management What is Call Center Management?