|
|
Set the right performance indicators for faster response times Constantly try to reduce customer response times by analyzing performance, measured against relevant KPIs and metrics. This allows you to identify areas for improvement, whether that means reviewing processes, adding resources, or strengthening training. Examples : First call resolution : These are cases where the problem is resolved after a single call.
Ticket reopening rate : Once an issue is resolved, the agent closes the ticket and moves on. The problem may be fixed immediately, but will return the next day. Or it is not completely, but faced with a question to which no one has the answer, the customer Uruguay Telemarketing Data will put up with the situation and call back later. The ticket reopening rate is therefore a compliance and quality indicator to monitor. Handle Time : This metric represents the average duration of an interaction with a customer.
typically measured from the start of the call and covering all talk and wait time until the end of that call. Cost per contact : This KPI is calculated by dividing the total operating expenses of your contact center by the time spent processing requests. This work includes all methods of contact, such as phone calls of course, but also instant messaging, emails, etc. Because customers constantly expect faster response times, businesses must continually focus on improving speed without sacrificing quality. The benefits are clear: happier and more loyal customers, more efficient operations and greater revenue.
|
|
发表于 2024-2-14 18:54:10