This metric is calculated using systems that conduct surveys of call center users and determine their level of acceptance of the company. This makes it possible to determine whether the tools used by the digital marketing team are effective.
First call resolution
It's a way to determine the percentage of cases that are resolved through a customer's first contact with the company. Thanks to this behavior, we can significantly reduce the customer churn rate.
If you want to measure your call center's ability to convert a user into a customer, it's essential to consider their ability to provide a satisfying response that helps the customer resolve their problem. This way, they'll stay happy and won't hesitate to contact the company again.
Be available to take calls
This is an important metric because determining operator availability helps ensure more operators can be hired to handle requests during peak call times. The time it takes to resolve a customer's request is also taken into account, as the faster a response is provided, the better their perception of the service and the more likely they are to recommend it.
If there is limited availability when making calls, it is important to consider whether it was a busy day or if the staff is not doing their work quickly so that the matter can be addressed.
Service level
This parameter refers to the number of calls handled chinese overseas america data by operators over a given period of time. This metric is used to determine whether the service is available every time the customer requests it or whether user concerns are resolved.
If the service level isn't what you expected, you should take some action, such as hiring more operators or adjusting communication tools to expand the reach of your call center.
Interaction capacity
It's one of the most important metrics to monitor in order to improve the level of service in a call center. Why? The answer is that this metric allows us to evaluate how the operator serves the users who use the service.