Omnichannel Customer Engagement Specialist
Posted: Sat Dec 07, 2024 7:21 am
It’s also important to determine what is happening with these unhandled calls so your operations team can determine if they are properly staffed to handle incoming calls. Understanding answered and unanswered call trends will help teams achieve their goals, which is of course the ultimate goal, as well as ensuring excellent customer service. Here are some key factors to include in your call report. Total number of incoming calls: These are calls whether answered or not. Answered calls: These are calls handled by an agent. Breakdown of answered calls: number of calls answered, sales, rejections, wrong numbers, etc.
Details of Unanswered Calls: These are the calls that do azerbaijan phone number library not reach the customer service staff, it is best to drill down into the following areas: After Hours: These are the calls that are made to your acd outside of the stated working hours. Abandoned Calls < seconds: These are callers who hung up and waited to be answered within a few seconds of entering the incoming call queue. Calls Abandoned > Seconds: These are the number of seconds that callers hung up in the queue waiting to be answered. Another key part of the report is the time spent on the call.
For inbound reporting, times are usually expressed in minutes rather than hours. However, it is important to state this in the report so that everyone understands the time frame represented. Handling time: The time spent handling the call while speaking to the customer and ending the call. Call Time: The time the agent spent with the caller End Time: The time the agent spent after hanging up on the caller but before releasing the call record. Average speed of answer (asa): This tells you how quickly calls are answered on average.
Details of Unanswered Calls: These are the calls that do azerbaijan phone number library not reach the customer service staff, it is best to drill down into the following areas: After Hours: These are the calls that are made to your acd outside of the stated working hours. Abandoned Calls < seconds: These are callers who hung up and waited to be answered within a few seconds of entering the incoming call queue. Calls Abandoned > Seconds: These are the number of seconds that callers hung up in the queue waiting to be answered. Another key part of the report is the time spent on the call.
For inbound reporting, times are usually expressed in minutes rather than hours. However, it is important to state this in the report so that everyone understands the time frame represented. Handling time: The time spent handling the call while speaking to the customer and ending the call. Call Time: The time the agent spent with the caller End Time: The time the agent spent after hanging up on the caller but before releasing the call record. Average speed of answer (asa): This tells you how quickly calls are answered on average.