Many businesses are trying to streamline their processes by removing the handle time from retention-routed phone calls. While this is undoubtedly a good idea, it may not be the best strategy for all companies. The benefits of saving money on an account far outweigh the time it takes to have a conversation. For example, some […]
A script should be followed by a high-conversion phone center. The script should be used to guide agents and lead them to successful conversions. The script gives agents tools and resources to help them reach their goal. Your agents will be able track their progress as well as evaluate the quality and effectiveness of their […]
Contacting leads is something that you can’t waste a minute, let’s dive in right away. Exceptional research made by LeadResponseManagement.org a few years ago showed that the more you wait to contact a lead when you receive it, the less probability you have to connect with it. Per the study summary: “The odds of contacting […]
Gauging Customer Satisfaction While it’s very easy to measure call times, it’s difficult to gauge customer satisfaction. A recent survey revealed that 43% of Americans are willing to wait for an agent for one minute or less. However, 39% of them would rather wait from five to ten minutes. Although there’s no standard for hold […]
An auto dialer is an electronic device or software that automatically dials phone numbers and plays a recorded message or connects you to a live person. It is great for businesses because it eliminates the need to manually enter phone numbers or answer calls. It is also great for people who are away from their […]
Call Abandonment and Wait Time While working in a call center, you may have noticed metrics like average call abandonment rate or average time in queue. A high percentage of these can be an indication of agent productivity issues. Another indicator of an agent’s performance is the average time in queue, or ASA. This is […]
An automatic dialer is an electronic device or software that is set up to automatically call phone numbers. After the caller answers the phone, the auto-dialer plays a recorded message or connects the call to a live person. If you’re unfamiliar with this technology, here are a few things to know. Using an automatic dialer […]
Response Time To measure your customer experience, it’s important to track several metrics. First response time, for example, measures the time it takes agents to answer customer requests. The longer an agent takes to answer a query, the worse it is for the customer. Overall productivity can also be tracked by looking at the average […]
Save Your Customer’s Time Every year, Americans waste over 900 million hours on hold. In addition, the average person will spend 43 days on hold in their lifetime, which is about a month and a half. That’s almost the equivalent of two trips to the Tour de France. Even though the average person doesn’t spend […]
A security phone dialer can alert you when an emergency occurs and record an emergency message for up to 40 seconds. Using an in-home wall console and remote control, this device is easy to install and set up. It has a panic button and can call up to 9 contacts. Some dialers can be difficult […]