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TASKE Technology's Call Center Blog

Posts Tagged ‘statistics’

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

Four Features to Look for in a Contact Center Reporting Solution

Last month, we looked at three ways that you can use historical reports to complement the real-time data that you monitor on a day-to-day basis. Historical reports can give you insights for predicting future activity, which in turn, helps you anticipate the resources you’ll need and adapt your processes for changing trends.

The value you’ll get from historical reports depends on the accuracy of the underlying data and the tools you use to produce them. Our whitepaper Get More Value from Contact Center Performance Metrics discusses findings by Richard Snow, VP and Research Director, Ventana Research, that “the most disturbing insight….is the percentage of companies that still rely on spreadsheets to produce their contact center and customer reports and analysis. Just under two-thirds (62%) of the respondents indicated they use spreadsheets as their primary tool, and 90 percent said they use spreadsheets on very regular basis.”

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Tags: agent activity, budgets, forecasting, KPI, reports, service levels, software, statistics

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