Tag: call center

January 20, 2020

How to Improve First Contact Resolution in Your Phone Center

The First Contact Resolution rate can impact your bottom line more than any other KPI. It is difficult to measure quantitatively and agents may not be able to self-report first-contact resolution. Surveying customers to determine resolution rates is not an option. ACD data can be used or multiple calls to a specific number within X… View Article

January 20, 2020

How To Improve Metrics At A Call Center?

A key part of improving the customer experience is determining how long agents are on the phone. Too many agents on the phone can lead to a low productivity KPI. To determine how long agents are on the phone, measure their average hold time. This metric gives the call center manager insight into the length… View Article

October 31, 2019

How To Make Calls Shorter To Meet My Call Center Metrics?

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… View Article

October 16, 2019

How To Measure Call Center Customer Satisfaction

It is important for call center customers to be satisfied. This metric is also known as the customer satisfaction indicator’ and is the most important measure for call center performance. It measures the satisfaction of customers with the service provided by the phone center. Customer satisfaction can be measured by feedback or surveys. A good… View Article

January 18, 2020

How to Measure Call Center Productivity

It is important to collect enough data to accurately measure both input and output in order to measure the productivity of your phone center. You can calculate the number of calls that are answered within a given time period. Multiplying the number of answering calls by the queue size will give you an estimate of… View Article

October 27, 2019

How To Quantify Call Center Metrics?

Measuring Average Handling Time How to quantify call center metrics? Identifying the average handling time (AWT) is an essential first step. It shows how long it takes to answer a customer’s question. Ideally, your AWT should be below 30 seconds. A shorter AWT means agents can handle fewer calls, and higher FCR means customers are… View Article

October 21, 2019

How To Read Call Center Metrics?

Measuring the Efficiency of Your Call Center When determining the efficiency of your call center, it’s important to know how much time is spent on each task. For example, your occupancy rate shows the percentage of calls that are handled by agents. You can also measure your transfer rate to see how long your agents… View Article

October 10, 2019

How to set up a call center at home

One of the best ways to start a call center from home is to learn how to use the software. You can monitor your work remotely and track the metrics that matter to you. You may be able to view metrics by day, month, or year, depending on the software. There are a variety of… View Article

January 21, 2020

How to track customer Churn Rates in Call Centers

What is customer turnover rate? Simply put, customer “churn rate” is the percentage of customers that leave your business. It is a key indicator to customer satisfaction. Your churn rate will drop if you have a higher customer satisfaction score. Tracking your churn rates can help you to determine how to improve it. Here are… View Article

August 8, 2023

How to Update Outdated Lead Data

Companies that outdated lead data struggle to make pitches based on yesterday’s news. If this is your company’s predicament, you’re truly setting your sales team up to fail. Keep reading to learn about important tips for maintaining up-to-date leads.