![]() Often conveyed as a percentage, agent availability is a measure of the time that Brand Specialists are available to accept inbound calls. ![]() An agent handles customer interactions and contacts in the call center. ACW encompasses data-entry, activity codes, dispositions, form completion and post-call communication.Īlso known as a telephone/customer service representative (CSR) or Brand Specialist. The Brand Specialist activity that directly follows a call, email, chat, social media or SMS inquiry. Also used to measure the Brand Specialist’s ability to adhere to a script, message, policy, practice or process as trained. The inverse of answer rate.Ĭodes that indicate the state of a Brand Specialist that are usually initiated by the Brand Specialist.Īlso known as compliance, adherence measures the ability of a Brand Specialist to stay committed to his or her schedule. The percentage of callers who hang up before a Brand Specialist answers, or before they make a selection in an interactive voice response (IVR) unit. It is important to measure versus calls where immediate customer hang-ups do not reflect an adequate opportunity for performance.Ī key performance indicator (KPI) measuring number of calls disconnected before reaching a previously established time threshold.Ī phone call that has been received by a call center’s communications switch, but is terminated by the caller before any conversation begins ![]() A key performance indicator (KPI) measuring number of calls disconnected after waiting in queue beyond a previously established time threshold. ![]()
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |