![]() Features can include, screen popping, automated dialling, call tracking, call prompting etc. This metric looks at the service level from the customer’s perspective.ĬRM (Customer relationship management systems)ĬRM is the label given to sets of integrated capabilities enabling existing network, ACD, and computer technologies to work together to enhance the business outcomes for the customer. It may also be known as the average delay of calls. This is the average speed of answering an incoming call. They may also play delay announcements and generates all real time and historical data of the calls received.Īverage handle time – this is the average handle time to service calls. Its the number of calls that are abandoned by the caller before being answered by the business, usually quoted as a % of total calls receivedĪutomatic Call Distribution Platforms – Specialist software platforms that direct calls to the most appropriate consultant based on listed and acknowledged parameters. CRM (Customer relationship management systems)Ī call where the caller has hung up before the call is answered by an agent.Here is the inside understanding of some of those terms, so next time you are communicating with your Call Centre you will understand and be able to converse with them in their language! How many times have you been in a situation where the use of Call Centre jargon has left you a little confused and intimidated?
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