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TASKE Technology's Call Center Blog

Posts Tagged ‘inbound contact center’

New Year’s Resolution: Increase the Visibility of Your Contact Center

Welcome to 2013. A new year is always a good time for stepping back and looking at things in a different light. Whether we do this to identify areas where we’ve made progress or where improvement is needed, these insights help us move forward by providing new perspectives.

Managing the day-to-day operations of your contact center means that your focus is generally on the internal processes and occasional fires that need to be dealt with. If you haven’t done so recently, take some time to look at the broader organizational context and how your contact center is perceived within it. Are you seen as an asset that’s integral to the profitability of the business? If not, what can you do to shift perceptions and educate other teams about the value you provide? Read more of New Year’s Resolution: Increase the Visibility of Your Contact Center

Tags: agent activity, business objectives, communication channels, inbound contact center

Choose the Right KPIs for Your Contact Center Service Model

Last month, we talked about how KPIs can help you measure whether your contact center is meeting business objectives. We also covered a few KPIs that are generally accepted as core measures of service levels in a contact center: first call resolution, telephone service factor, and abandon rates.

Now, we’ll look more closely at KPIs for more specific contact center service models. In general, contact centers provide inbound or outbound call services. (Some contact centers may provide both types of service models, but for our purposes, let’s look at them independently.) In the case of inbound call services, callers initiate contact. Customer service and product support are common examples of contact centers for inbound call services.  For outbound call services, agents initiate contact, such as for product sales or charitable donations.

Although KPIs are all based on specific business objectives, KPIs for these models should be different. Inbound call services are generally measured on customer satisfaction while outbound call services are measured on revenue generated. Read more of Choose the Right KPIs for Your Contact Center Service Model

Tags: inbound contact center, KPI, metrics, outbound contact center, statistics