Inbound Call Center Services

Services

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Inbound Call Service
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  • The mean conversation time, otherwise referred to as Average Talk Time (ATT)
  • The mean dealing time, otherwise referred to as Average Handling Time (AHT - equal to ATT plus wrap-up and/or hold time)
  • The percentage of calls answered within a determined time-frame (referred to as a Service Level or SL %)
  • The number of calls / inquiries per hour an agent handles (CPH or IPH).
  • The amount of time spent while an agent processes customer requests while not speaking to a customer (referred to as Not Ready time/NR, or After Call Work/ACW, or Wrap-Up.)
  • The percentage of calls which completely resolve the customer's issue (if the customer does not call back about the same problem for a certain period of time, it is considered as a successful resolution or FCR - First Call Resolution).
  • The percentage of calls where a customer hangs up or "abandons" the call is often referred to as Total Calls Abandoned or Percentage of Calls Abandoned. Calls are often abandoned due to long hold-times when a call centre experiences a high call volume.
  • Percentage of time spent by the agents not to take calls, often referred to as Idle Time.
  • Quality Assurance monitored by a quality assurance (QA) team

Report Details           
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Reports are sent to the clients various frequencies: Daily, Weekly and Monthly basis with all the agreed performance metrics details. Tracking and enhancing the process is made easier to clients with these comprehensive reports. Feedback is encouraged and process restructure actions are instant.

 

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Inbound Call Service
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Report Details

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