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hjghermf
Posted: Mon 9:29, 21 Oct 2013
Post subject: louboutin pas cher The Proper Way To Measure Call
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* Blockage.
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* Abandon rate.
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* AHT or Average Handling Time.
This pertains to the [url=http://www.mxitcms.com/abercrombie/]abercrombie[/url] average number of minutes that the agent is expected to handle each call that is routed to his or her station. This is a metric that is influenced by a number of factors. For instance, you cannot expect the AHT of both the Billing Department and the Technical Support Department to be the same or within the same range. Customers calling the Billing Department would merely have inquiries regarding their billing statement and the like. But when a customer calls Tech Support, this would more likely be related to a specific problem where troubleshooting is often required. Thus, the AHT of Tech Support should be significantly longer than that of Billing.
* Customer satisfaction.
Now, this is indeed very much needed in gauging call center performance simply because this is one of the primary goals of any call center. By providing quality service, customer satisfaction will certainly be attainable. Consequently, revenue would be attainable as well. This metric should be included to effectively gauge what call centers can do to achieve high call center customer satisfaction consistently.
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