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Until recently, call centers were designed around easily-measured metrics such as Average Handle Time and Response Time. Also agents were trained to closely follow a script and resolve customer issues in the shortest possible time. But in an era of customer influence, this school of thought will hardly give you any leverage. What you need to do to be successful in current time is to focus on customer experience rather than just providing customer service.…

In an information-rich world where there is data overflow, call centers can no longer tie themselves up to, “measure everything that moves,” attitude. They need to ditch this delirious mentality and adopt a more fruitful mindset of, “Measuring what matters the most.” In other words, call center businesses must give up the traditional norm of tracking every single call center metrics, most of which are fruitless, and go for a few selected metrics which can…