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Posts Tagged ‘abandon rates’

Re-queues: Maximize the Good and Eliminate the Bad

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

Tags: abandon rates, agent activity, agent productivity, call analysis, call volume, customer satisfaction, forecasting, real-time monitoring, reports, service levels, statistics, Training

Use ASF to Assess the Service Level Provided by Queues

Last month, we looked at why the telephone service factor (TSF) is one critical measure of the level of service your agents offer. The efficiency of agents in connecting with your callers has a significant effect on customer satisfaction. Another important measure of service level is the answer service factor (ASF), which helps you assess the service level provided by queues. Read more of Use ASF to Assess the Service Level Provided by Queues

Tags: abandon rates, ASF, business objectives, call metrics, customer satisfaction, interflow, service levels, short abandons, statistics, TSF

Take Time to Understand Service Level Targets

Happy New Year. At this time of year, we often make personal resolutions intended to improve our sense of well-being. Your contact center likely has targets that help you determine whether you’re meeting or exceeding standards for service, which directly affect the well-being of your organization. This is a good time of year to review those targets and make sure they’re in line with expectations.

These targets are measured in terms of service level. Wikipedia defines that “service level measures the performance of a system. Certain goals are defined and the service level gives the percentage to which those goals should be achieved.” In a contact center, an important measure of the service level is defined by the telephone service factor (TSF). Read more of Take Time to Understand Service Level Targets

Tags: abandon rates, agent productivity, best practices, customer satisfaction, metrics, service levels, TSF

Three Ways to Improve Contact Center Service Levels with Historical Reports

Every minute of every day in our contact centers we monitor activity. Is the number of abandon calls increasing? Are agents spending too much time on individual calls? Are queues staffed appropriately for current call volumes? These are just a few of the questions we need to ask to stay on top of real-time activity—and take corrective action when necessary—if we want to meet or exceed expected service levels.

To complement real-time monitoring on a day-to-day basis, you may want to consider using historical reports. These reports provide information about past activity over various periods of time, giving you insights into evolving patterns. These insights are invaluable for identifying trends in activity that may turn into service degradation issues, giving you time to make the necessary adjustments to head them off.

Read more of Three Ways to Improve Contact Center Service Levels with Historical Reports

Tags: abandon rates, agent activity, agent productivity, business objectives, call handle time, call volume, customer satisfaction, customers, forecasting, historical data, KPI, metrics, real-time data, real-time monitoring, reports, scheduling, service levels, statistics, trends, TSF

What To Do When Performance Metrics Plateau?

On a short-term basis, your contact center can experience fluctuations in overall performance. You may be able to predict these fluctuations, such as higher call volumes resulting from new marketing programs or product discounts. Although these types of fluctuations are expected to occur, you generally want overall performance to improve over time. Read more of What To Do When Performance Metrics Plateau?

Tags: abandon rates, agent productivity, call metrics, call volume, customer loyalty, customer satisfaction, customers, incentives, KPI, metrics, motivation, service levels, Training, trends