We're very focused on reductions in average call handling time
and increasing revenue from transfers to our partners," Cole says.
Whether you measure upsell or cross-sell percentages, call wait times, average call handling time
or any of dozens of other performance indicators, your goal is to obtain an objective measure of success.
Ultimately, these benefits have resulted in the average call handling time
being reduced by 35%--dramatically enhancing the quality of Mercur's customer service.
It used NICE to assess cost per contact, analyze volume patterns and trends, evaluate agent performance based on contact type, and correlate average call handling time
, dissatisfaction levels, and repeat calls to identify areas that required attention.
The most menacing problems in the call center are related to average call handling time
(ACHT) and first-call resolution (FCR) rates--the former being too high, the latter being too low, and the result being poor customer satisfaction which, in turn, contributes to churn and increased costs per subscriber.
Companies can use gamification to reward incremental improvements in productivity, such as answering a set number of calls in an hour, reducing average call handling time
by a certain percentage, or resolving customer issues without having to escalate calls.
The utility reduced the average call handling time
by 10 seconds, received new postal discounts by implementing mail stream for customer letters, and increased operational efficiency.
Average call handling time
has decreased by 5 percent.
Co-browsing coupled with live chat or phone support delivers higher first contact resolution rates, improved sales metrics and reduced average call handling time