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Some important call centre metrics are: Quality score, first call resolution (FCR), customer satisfaction, service level, average handling time, right party connects, net promoter, forecast accuracy, revenue, utilisation, calls per hour, conversion rates, employee engagement, speed of answer, to name a few.
What else can I help you with?
What is a voice account in a call center?
A non-voice account means you have to do some kind of office work for a BPO company like answering email or fax messages. Most of the time, experienced agents prefer this type of job because it's less stressful and minimum metrics like 3 to 4 metrics only.
What is a non voice account in a call center?
A non-voice account means you have to do some kind of office work for a BPO company like answering email or fax messages. Most of the time, experienced agents prefer this type of job because it's less stressful and minimum metrics like 3 to 4 metrics only.
What is call center for you?
a place where all incoming and outgoing calls are handled
What are some providers of simple hosted call center applications?
Five9, Broadsoft and Sangoma's are the provider of hosted call center or virtual call center. As for Sangoma's the service only available in the Brazil.
With respect to designing the solution of a problem what are some important characteristics of a successful team?
If you were looking for teams to rig for success, a call center would be a good.
Can you give you some example of conversation between the call center agent and the customer?
A call center call would start of with the call center agent introducing themselves and asking how they could help. The customer will state the question or complaint and the call center agent will come up with a solution or answer their question.
What are some brands of call center headsets?
Avaya, Jabra, and Plantronics are some examples of brands of call center headsets. Each of the above brands offer wireless as well as wired headsets for use in call centers.
Where does a call center company base itself?
A Call Center company usually bases itself in an office building where they get the majority of their work done. Recently some call center companies have been home-based as well.
What are some really fun call center games?
There are numerous games that can be played at a call center. Really fun call center games include Pass the bear, Race Track, Basket of Toys and Pass the Buck.
What are the drawbacks to using call center outsourcing for my company?
There are several disadvantages to call center outsourcing, Some of reasons why you may not want to outsource using a call center are loss of managerial control, hidden costs, and confidentiality.
What are software metrics?
Software metrics are numerical representation of some aspects of software or process of it's development
What are some reason why people wont to work for a call center?
There are different reasons why people want to work for a call center. Some reasons are the different shifts available or the ability to interact with a variety of people.
