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TASKE Technology's Call Center Blog

Posts Tagged ‘customers’

Take a Fresh Look at Average Handle Time

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.

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Tags: agent activity, agent productivity, average call handle time, backend systems, customers, first call resolution, forecasting, handle time, service levels, statistics

Keep Agents at the “Right” Level of Busy

Last month, we talked about ways to keep agents engaged during the holiday season. When call volumes peak, it’s important that agents continue to excel at customer satisfaction to gain new customers and retain existing ones through excellent customer service.

When looking at your agents’ ability to perform well when call volumes peak, it’s also important to monitor how busy they are on an ongoing basis. If agents are too busy most of the time, you may start to have problems with agent frustration and burnout. These conditions can mean that agents no longer handle calls as well as expected. As well, your turnover rate may increase at a time when you least need it.

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Tags: agent activity, agent productivity, call volume, customer satisfaction, customers, forecasting, motivation, occupancy, operating costs, work time

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.

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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

Leveraging Existing Capabilities for Future Customer Expectations

Last year, we looked at three common challenges during the holiday season, including marketing campaigns that bring in first-time customers, fewer discretionary spending dollars, and overtaxed agents. Unfortunately, this year’s economy is not much improved, and you may again find yourself dealing with the same issues. However, it’s important to keep an eye to the future so that you’re prepared when markets take a turn for the better. Let’s take a look at how you may be able to leverage existing expertise and resources to meet slightly different customer expectations in the future. Read more of Leveraging Existing Capabilities for Future Customer Expectations

Tags: best practices, business objectives, communication channels, customer loyalty, customer satisfaction, customers, economy, forecasting, self-service, trends, workforce management