How efficiently do you solve customer queries in a go with First Contact Resolution (FCR)?
PRO TIP - CRM integrations and right agent routing can reduce escalations and boost FCR.
Gauge the call center’s overall level of customer satisfaction with Average Handling Time (AHT).
PRO TIP - An excellent call center script simplified your call handling actions and reduced AHT.
Analyze how easily customers can reach your agents and how quickly they can resolve a problem.
PRO TIP - Unified agent desktops with CRM provides access to customer data that can speed up resolution.
You can use case escalation rates to pinpoint skill and training gaps in agents.
PRO TIP - Training, CRM integrations, agent scripting, and real-time unified agent desktop prevent escalations.
QA scoring helps evaluate & contrast the call quality to establish requirements for professionalism.
PRO TIP - An automated scorecard provides a data-driven approach to enhance QA scoring.