Fixed Line Company Call Centers

0 Answers

Jun 23, 2008

I am interested to know about the fixed line (land phone) customer operation's process, KPI, and agent KPI. Is there any standard KPI target -- Average Handle Time (AHT), Service Level, After Call Work (ACW), Average Speed of Answer (ASA) -- in the fixed line customer operation? Please share your valuable experience regarding call centers of fixed line company. -- Md.Raish Ul Haque Khan, Orascom Telecom Bangladesh (Banglalink)

– Md.Raish Ul Haque Khan

Answers

Please sign in to contribute an answer. If you don't have an account you can register for free here.

Sign In

Email:

Password:

Remember Me

	Forgot Your Password?

Question Search

Need help with something specific? Search our entire QueueTips section to find it.

Can't find what you're looking for in a current QueueTips post? Submit a new post to us!

Training & Events

	Contact Center Agent Training: Managing Difficult Customers February 17 - Virtual Classroom

	The Role of Social Media in Customer Service - NEW! February 24 - Virtual Classroom

	Contact Center Home Agent Management: Assessment and Strategic Planning March 2 - Virtual Classroom

	Contact Center Real-Time Management: Effectively Meet Goals Virtual OnDemand

More Training

More Events

QueueTip Posts

4	What SL Does 45-Second ASA Represent? Olaf Weber - 4 answers

1	Impact of the Call Center on the Hotel Industry? g singh - 1 answer

10	Repeat Call Analysis? Prashant L Yagnik - 10 answers

1	Calculating Employee Satisfaction? Harold Becht - 1 answer

Webinars & Whitepapers

	Cloud Call Centers: Myth Busting to Opportunity Webinar – Feb 23 – Register Now!

	Cloud Cover for the Call Center: Meeting Demands Intelligently and... Whitepaper

	Business Talk for the Call Center: Data that Drives Action Webinar – Watch Now!

	Blending in the Call Center: Benefits, Barriers and Breakthroughs Whitepaper

More Webinars

More Whitepapers

Articles & Blog Posts

	Agent Adherence — Don't Go Big Brother on Them Operations

	Customer Retention is a Shared Responsibility Operations

	Companies Partner for UC&C Solutions, ShoreTel Acquires M5, No Cost... Technology

	What would prompt your organization NOT to outsource offshore? Operations

Videos

8:51	Global Call Center of the Year Award Ceremony 227 views - 6 months ago

28:27	Personalized Customer Experience - Your Competitive Edge 357 views - 6 months ago

4:51	CIAC Professional Certification 380 views - 7 months ago