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Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
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Consider metrics such as average speed of answer, abandonrate, utilization, talk times, first call resolution, etc. Regularly held calibration sessions between the client and the outsourcer are essential, especially at the beginning of the partnership. The purpose is to ensure alignment and course-correct as needed.
Every step of the process can be calibrated to minimize the agent’s effort, from dialing the number to logging the call in the CRM. AbandonRate must be monitored as progressive dialing does not measure agent or customer statistics. Requires Larger amounts of data to “churn” if higher ratios are set.
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