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TASKE Technology's Call Center Blog

Posts Tagged ‘service levels’

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

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 Tips for Keeping Agents Engaged During the Holiday Season

Many organizations are heading into one of the busiest seasonal peaks of the year. This timeframe–including Thanksgiving Day, Black Friday, Cyber Monday, Super Saturday, and the entire Christmas holiday shopping season–is an opportunity for your business to gain new customers and retain existing ones through excellent customer service.

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Tags: agent activity, agent productivity, customer loyalty, customer satisfaction, economy, incentives, motivation, service levels, trends