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How do I calculate AQT projections when I'm forecasting for a new queue with specfied calls to be handled, AHT and AR%? -- Madhav, Oris
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We currently offer ASA (Average Speed of Answer) and AWT (Average Wait Time) KPI's. The timer starts on ASA after the caller completes the IVR treatment, greeting, and system status message and stops...
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What does AVG ANS DLY mean? Exactly what is it tracking? -- Mary Harris
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What is the accurate way to calculate AUX/break time?
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Can you tell me why there is a differnce between calls offered as per CDN report and Agent performance report?
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What can I define as the key performance areas in my contact centre?
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Hi. I'm trying to figure out the best methodology for determining my call center's daily capacity. We have a goal of 80% SL, 40 agents, AHT-13 minutes. Thanks, for your help!
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What are the factors affecting service level, occupancy and utilization? -- Mohammed Siraj, SITEL
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How can I balance hitting goals for both productivity and contacts per agent? Currently, I'm failing in both areas. The calls per agent target can be adjusted, though, because this will also depend on...
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Upper management is considering allowing me to hire one full-time employee in our call center of 18. Besides service level and abandonment rate, what other metrics can I use to show that adding one em...
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I am looking for best practices on how to reduce after-call work (acw) or wrap. Does anyone have any out of the box ideas?
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I would appreciate if you could provide me the world-wide telemarketing industry ratio, if available, and the ratio for credit cards-telemarketing? Thanks. -- YUNUS MUCAZ, DISBANK
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Is anyone measuring touches per call as a KPI? If so, any details you can provide on how you are measuring, trends, goals, etc. would be appreciated. -- Tracy Gissler, Applied Systems
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We are starting to get some good inbound programs for our call center partners, who we work with. However, we are finding that because most of our business has been outbound and we cater to mostly un...
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