October 20, 2020
Category: call center
February 8, 2020
Analytics and Reporting for Call Center Metrics
The abandonment rate is the first step in determining how efficient your call center is. This metric indicates the percentage of calls that end without a resolution. A good benchmark is zero call abandonment. However, it is possible to achieve an 80% abandonment rate if there are a lot of things you need to do…. View Article
October 4, 2019
Analytics and Reporting of Call Center Metrics
The average wait time is the most basic contact center performance indicator. This metric is used to measure how long it takes a customer to resolve an inquiry. High service levels ensure that customers are quickly connected with the right person and that problems are solved quickly. If the average wait time for a call… View Article
October 11, 2019
Benefits of setting up an appointment with an outbound call center
Outsourcing appointment settings in a call center can save your company money and time. Instead of hiring additional staff, you can focus on your core businesses. Aspen Media allows you to hire a call center that will meet your high standards for quality appointment scheduling at a fair price. Outsourcing allows you to increase your… View Article
January 11, 2022
Call Center Abandon Rate: What It Is and Why It Matters More in 2022
Call abandonment negatively affects customer satisfaction because a customer did not receive the support or information they needed during the time they were able to commit to the interaction. Customers today expect a higher standard in service than before, and businesses are not living up to that standard. According to a recent report, half of… View Article
February 7, 2020
Call Center Agent Productivity Metrics
Call center agents are responsible to answer customers’ questions and provide excellent service. This can be a difficult task. You’ll need an evaluation of your call routing strategy to make sure your agents are meeting customer satisfaction survey goals. You can also track how many calls you have completed, the average time on hold, and… View Article
October 3, 2019
Call Center Agent Scorecard – How to Measure Call Center Performance
Besides sales numbers, there are other important metrics that can help a call center improve its performance. The average handle-time is the first. This metric is used to determine how long agents spend working on each task and whether they are on track to reach or exceed their quota. It is important to remember that… View Article
October 2, 2019
Call Center Agents Performance Scorecard – Inbound Phone Center Metrics Analytics Reporting
How can you determine the performance of your call center? One way is to evaluate the quality of customer support. It is important to know how long it takes agents for a call to be resolved. While this metric is simple to measure, it can have a significant impact on the customer experience. If you… View Article
February 3, 2022
Call Center Auto Dialer Systems: Everything You Need to Know in 2022
The days of call center reps stuck constantly manually dialing customers and leads are over. With technology touching nearly every aspect of business operations, it’s no surprise that cloud-based auto dialer solutions can positively impact the efficiency of outbound call centers. With the right call center auto dialer system, businesses can now open their own… View Article
October 11, 2019
