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.
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.
A Call center optimization solution helps you Improve the efficiency and effectiveness of your contact center operations by designing and implementing innovative contact center models, and deliver a consistent, high-quality customer experience across all appropriate channels, at a reasonable cost-to-serve.
Founded: 2000, Santa Clara, CA, USA
Key Principals: Unified communication and Networking products
Founded: 2003, Haryana, India
Key Principals: Computer Softwares
Founded: 1986, Ranana, Isreal
Key Principals: Telephony and survellience
Founded: 1911, Armonk, New York, USA
Key Principals: Computer Hardwares, Softwares, Services, Consulting
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