Difference between revisions of "Optimize Call Center Performance"
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The primary keys to performance in a call center are training and motivation. The metrics, however, are the determining factors of success. Answering a specified percentage of calls in a set number of seconds and percentage of abandoned calls are common measures used in Service Level Objectives and Service Level Agreements (SLOs are expectations; SLAs are contracted requirements). The caller satisfaction survey (AKA customer satisfaction survey) is another common metric.<BR><BR> | The primary keys to performance in a call center are training and motivation. The metrics, however, are the determining factors of success. Answering a specified percentage of calls in a set number of seconds and percentage of abandoned calls are common measures used in Service Level Objectives and Service Level Agreements (SLOs are expectations; SLAs are contracted requirements). The caller satisfaction survey (AKA customer satisfaction survey) is another common metric.<BR><BR> | ||
The challenge facing the business is to keep callers satisfied while minimizing call duration; effectively helping the customer and getting them off the phone quickly is a difficult balancing act. Here are some steps you can take to help improve overall performance.<BR><BR> | The challenge facing the business is to keep callers satisfied while minimizing call duration; effectively helping the customer and getting them off the phone quickly is a difficult balancing act. Here are some steps you can take to help improve overall performance.<BR><BR> | ||
| − | [[Category:Phone Skills]] | + | [[Category: Phone Skills]] |
== Steps == | == Steps == | ||
=== Enhancing Performance === | === Enhancing Performance === | ||
