Remove Average Handle Time Remove Consulting Remove Gamification
article thumbnail

Call center cost reduction strategies

TechSee

According to research and consulting firm Service Quality Measurement Group, for every 1% improvement in FCR, a call center reduces its operating costs by 1%. In addition, failure to provide a timely resolution to a customer’s issue is an important contributor to customer dissatisfaction. ” Techniques to optimize time.

article thumbnail

Prepare for Take-off – Maximize ROI During the Travel Industry’s Awakening

Outsource Consultants

Lower Your Average Handle Time to Increase Customer Revenue. The last thing a caller wants, after putting their travel on hold for months, is to waste their time sitting on hold. . Contact Outsource Consultants for a free, no-risk consultation to find out.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

BPO Vendor Management Part Two: Your Top 3 Training Priorities

Outsource Consultants

Performance monitoring tools like dashboards and gamification can serve as digital trainers as the agents graduate to working with real customers. Or perhaps you want to lower average handle time: Train your agents with a knowledge base “scavenger hunt,”. Create role-play scenarios that sharpen sales rebuttals.

article thumbnail

AI Customer Service: Today’s Most Transformative Technologies

TechSee

A Tata Consultancy Services survey found that 31.7% AI-based training tools such as gamification, visual assistance and self-monitoring, cut down on agent onboarding time and ensure agents are fully engaged from day one. Gamification. Gamification can be an immersive, exciting experience that engages and motivates agents.

article thumbnail

How Manila Call Centers Achieve Maximum Efficiency

Outsource Consultants

At Outsource Consultants, we’ve seen firsthand how Manila call center efficiency can help drive remarkable efficiency gains through strategic improvements. Many Manila centers have adopted gamification techniques to reinforce customer-centric behaviors. Leaderboard rankings to encourage friendly competition.

article thumbnail

Contact Center Key Performance Indicators to Improve CX

Outsource Consultants

At Outsource Consultants, we understand the pivotal role these metrics play in driving success and enhancing customer experiences. Five key KPIs help optimize efficiency: Average Handle Time (AHT) , Service Level , Abandonment Rate , Occupancy Rate , and Average Speed of Answer (ASA).

article thumbnail

How Indian Call Centers Are Redefining Quality Assurance with AI and Training

Outsource Consultants

At Outsource Consultants, we’ve observed how Indian call centers are setting new benchmarks for service excellence. Advanced Analytics for Performance Tracking Performance tracking has evolved beyond basic metrics like average handling time. Want to Locate the Best Vendors for Quality Assurance in India?