To help Call Center operations be carried out effectively, companies must grasp and monitor the necessary reporting indicators from the system. Thereby, providing reasonable adjustments and operations. However, many australia fax data companies have wrong perceptions about these indicators. They often care about the total number of calls, total call duration without delving into important indicators. This is a common shortcoming in the process of using Call Center.
Below are the reporting metrics to look at to effectively manage your call center.
ASA (Average Speed of Answer) – Average call response time
If the ASA report index is higher, it means that customers are waiting too long. Call center managers need to consider problems from the system and the call center staff. From there, optimize this problem. If there is no timely adjustment, customer satisfaction will seriously decline.
AHT (Average Handling Time) – Average call handling time
AHT is calculated based on the total time the operator talks to customers (Talk time) and the time the operator processes data after the call ends (After call work). This index is of particular interest to managers. It helps them to make more effective human resource management and process adjustments.
FCR (First Call Resolution)
This index shows whether the customer's problems are completely resolved by the operator on the first call or not. This is a very important index in showing the quality of the business's service. It helps the company save costs and maximize work efficiency.
SL (Service Level)
This is the percentage of calls answered within a specified time period. This metric helps assess the performance of a customer service center. Since call volume varies, it is important to determine a reasonable time period for reporting.
