Customer satisfaction directly affects the success of your business. To make sure that customer satisfaction remains high, it’s important that you have visibility into interactions between your agents and your customers. Ideally, this visibility is multi-faceted to eliminate the bias to your perception that any individual view could introduce.
Tags: agent activity, agent productivity, call analysis, call flow, call lifecycle, Call Recording, customer satisfaction, Real-Time, real-time data, real-time monitoring, reports, trends, visibility, Visualizer
Keeping tabs on the activity and performance of your call center, whether through real-time monitoring or historical reporting, means you can respond in a timely manner to changing conditions and identify issues that need correction early. There’s one caveat to keep in mind. All your diligence provides little value if the data you’re using is inaccurate.
Tags: agent activity, agent productivity, best practices, call analysis, call flow, call lifecycle, call metrics, call tracking, call volume, database synchronization, metrics, monitor, real-time data, real-time monitoring, synchronization
Often, we look at particular statistics with a single focus, typically related to whether we’re meeting service levels or operating efficiently. It’s worth taking a fresh look at some of the more commonly-used statistics to see if we’re getting all the valuable insights they offer. Average Handle Time (AHT), for example, can be used to determine whether your team is meeting defined service levels and working efficiently. It can also be an important factor when forecasting call center staffing or identifying problems with the systems that support your agents.
The systems that we use in our call centers are feature-rich to help us maximize the opportunities to keep operations efficient, particularly those that directly affect our response to customers. One of the most commonly‑used of these features is the ability to re-queue calls. Simply put, a re-queue occurs when a call is sent to an agent who can’t answer it within a few rings. Because you don’t want the customer to wait until that particular agent is available, the unanswered call is placed back in the queue to be answered—ideally—by an agent who is currently available or one who is available next. Read more of Re-queues: Maximize the Good and Eliminate the Bad