Call Center Optimization

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.



List of Vendors for Call Center Optimization


Avaya

Founded: 2000, Santa Clara, CA, USA

Website: www.avaya.com

Key Principals: Unified communication and Networking products

Click here to view products, solutions & other details of Avaya

Ameyo

Founded: 2003, Haryana, India

Website: http://www.ameyosuite.com/

Key Principals: Computer Softwares

Click here to view products, solutions & other details of Ameyo

Nice Systems

Founded: 1986, Ranana, Isreal

Website: www.nice.com

Key Principals: Telephony and survellience

Click here to view products, solutions & other details of Nice Systems

IBM

Founded: 1911, Armonk, New York, USA

Website: www.ibm.com

Key Principals: Computer Hardwares, Softwares, Services, Consulting

Click here to view products, solutions & other details of IBM

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