Call center statistics happens to shower a great number of advantages within the set-up. It is the benefit of the call center statistics that capture what happens at any given moment and within any specific time period of the day. If a manager, team leader or an agent wants to learn about the existing status of a call center then it is the statistics that will offer the required information to them.
The statistics captured within a call center can include percentage of the total call answered, the average of the call handling time, the average of the handling time, the given service level of the total percentage of the calls answered within a specified amount of the time, the number of calls in queue, the total abandon rate of the calls, average wait of time or AWT, the average of the answer speed and the longest wait time or the LWT and more.
Every call center working in the current environment is different in the ways they function. Thus, the status of each one of them should be measured as per the needs and the requirements of the company. Most of these customer service centers are industry-specific and cater to the needs and requirements of their clients belonging to diverse industrial sectors. When one call center should capture the given number of the calls abandoned then the other center working for any other industry may not require that data or information. Hence, the call center statistics may differ from one another.
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