![]() □ Use this formula to calculate your AHT: Add your total talk time + total hold time + total after-call tasks (or ACW), then divide by the number of total calls.ĩ. Average handle time (AHT): This metric shows the average time agents spend in call-related activities, including conversing, hold time, and any after-call activities and administration. After-call-work (ACW): The average amount of time an agent takes to wrap up a call.Ĩ. (Either you took too long to get to it, or the customer was short on patience that day.)ħ. Abandoned call: A call or any contact to the contact center that ends before any conversation occurs. ![]() There are tons of ways to track performance in a call center, so you gotta get hip to some of the terminology you’ll hear nearly daily:Ħ. CSRs handle complaints, process orders, and share information about an organization’s products and services. Customer service representative (CSR): Anyone who interacts with customers. Coach: In a call center, a coach provides additional support and technical knowledge to agents.ĥ. Call center manager: This person’s responsible for budget execution, operation, business performance, and overall direction of the call center management software.Ĥ. Blended agent: An agent who manages inbound and outbound calls and applications as needed, which is determined by contact center traffic levels.ģ. ![]() Agent: These are the call center representatives who handle incoming and outgoing customer calls or any other communication with customers in the contact center.Ģ.
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