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TASKE Technology's Call Center Blog

Posts Tagged ‘statistics’

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

Measure for Success

A lack of data is not likely a problem for your business. In fact, your contact center may have volumes of data about how many calls it gets in a day, how long callers waited to be answered, how many callers gave up waiting before they were answered, and so on. While these statistics are certainly valuable to you on a individual basis, you may want to consider leveraging further. Many businesses have found value in using statistics as metrics for key performance indicators. In other words, you can measure activity in the contact center to determine whether it is meeting higher-level business goals.

Let’s look at an example. A business in a very competitive market wants to keep as many customers as possible while giving new customers a positive experience.  One of the objectives for this business, then, is to maintain a relatively high customer satisfaction rate.  While this business objective affects all of its organizations, customer-facing units such as sales and support need to be particularly aware of changing conditions that could decrease customer satisfaction. Responding quickly and appropriately to these changes can mitigate any short-term concerns before they become long-term headaches. Read more of Measure for Success

Tags: abandon rates, first call resolution, KPI, metrics, statistics, TSF

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.

Read more of Take a Fresh Look at Average Handle Time

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