If there is one metric that is all about the customer, it is call quality. It helps measure an agent’s success in dealing with customers.
It is typically assessed by recording and monitoring agent interactions with customers, and is based on a scoring system based on a list of criteria that the call center considers.
To develop this point system, you need to define the aspects that indicate that the experience was quality, from the customer's perspective.
Treat with courtesy and professionalism.
Correct information.
Capture of customer data.
Typically, criteria are averaged to a total score. However, each canada telegram data criterion can be analyzed separately.
3. Response time
Response time is critical for a call center. The faster an agent responds to a user's call or message, the higher the satisfaction levels will be.
At the same time, if the response time is poor, complaints will eventually further reduce the service level. Finding a middle ground is the key.
The response time will determine the level of service, this will be the percentage of calls answered after a predetermined number of seconds.
4. AHT or Average Operating Time (AHT)
This metric is essential in a call center. The Average Handle Time (AHT) summarizes the work done in the call center.
It is the average time it takes an agent from answering the call until he or she resolves the problem.
Once the agent understands the concern and gets on with it (even if the call has ended), the AHT/TMO runs . Companies usually define this metric within an ideal standard. For example: your internet service company has set an average AHT/TMO of 12 minutes to resolve an issue.
Then, when measuring actual performance, it may turn out that this is an unrealistic goal or that the AHT in call centers reveals that agents can deliver better performance.
The Average Handle time (AHT) metric allows for an evaluation of the performance of individual agents and the team in general.
A common problem with AHT is that agents rush calls to get better times. This is totally counterproductive and should be considered. The goal should be to decrease the average operation time, while increasing or maintaining overall customer satisfaction .
