TeleDirect

MARCH 15, 2025

Customer Support Performance Metrics Ask about their first-call resolution (FCR) rates, customer satisfaction (CSAT) scores, and average handle times (AHT). A: Industries such as healthcare, finance, e-commerce, technology, and legal services benefit from high-quality, secure, and personalized customer support.

Call Center 62

Call Center First call resolution Healthcare Telemarketing 62

LiveVox

AUGUST 2, 2021

The Office Gurus is a leading BPO that operates contact centers in El Salvador, Belize, Jamaica, and the USA, with clients in Retail, Finance, Healthcare, Education, and more. The post How The Office Gurus Used SpeechIQ®’s Insights to Lower AHT for America’s Leading Home Improvement Retail Company. appeared first on Livevox.

Average Handle Time 98

Average Handle Time Finance Healthcare Education 98

Interactions

FEBRUARY 6, 2025

Claims can make or break their finances. This allows the live agent to immediately get to the heart of the matter, reducing the frustration of asking the customer to repeat information and lowering Average Handle Time (AHT). The stakes are high: Consumers are protecting their homes and their families.

Self service 62

Self service Average Handle Time Surveys Contact Center 62

Calabrio

APRIL 11, 2025

A comprehensive needs assessment involves: Analyzing Performance Data: Dive into key metrics like Customer Satisfaction (CSAT) , First Call Resolution (FCR) , Average Handle Time (AHT) , and other factors of QA scorecards. PCI-DSS in finance, HIPAA in healthcare). Ask: Where are the gaps in performance?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

TechSee

AUGUST 14, 2018

These systems are relevant for many verticals including healthcare, finance, weather prediction, call and chat centers, desktop apps, info kiosks and more. . It also improves their ability to bring customer issues to successful resolution, enhancing both customer satisfaction and inline agent satisfaction.

Contact Center 95

Contact Center Average Handle Time Scripts First call resolution 95

ConvergeOne

MARCH 16, 2021

Reduction in Average Handle Time (AHT). Contact center agents spend an average of 20-40—and, in industries like finance and insurance, as high as 60 seconds—authenticating callers using traditional knowledge-based questions. At $8 each, that’s an annual savings of $2,920,000 - $7,300,000.

Contact Center 86

Contact Center Interactive Voice Response Average Handle Time Self service 86

Hodusoft

MARCH 26, 2025

For example, calls regarding order tracking can be routed to a logistics department, while billing questions go to the finance team. First response time (FRT): Measures the amount of time it takes for a customer service agent to respond to a customer’s initial inquiry.

Contact Center 52

Contact Center Contact center software Interactive Voice Response contact center solutions 52

Outsource Consultants

FEBRUARY 22, 2025

This talent pool allows call centers to offer specialized services across various industries, from healthcare to finance. While metrics like Average Handle Time (AHT) and First Call Resolution (FCR) matter, don’t overlook customer-centric metrics such as Net Promoter Score (NPS) and Customer Effort Score (CES).

Call Center 67

Call Center Average Handle Time outsourcing First call resolution 67

BlueOcean

DECEMBER 18, 2023

Importantly for the customer, it can also increase the rate of first-call resolution and improve average handle time. Additionally, as mentioned above, these sophisticated platforms can provide agents with real-time cues based on emotion analysis or other specific support needs.

Contact Center 71

Contact Center Average Handle Time Coaching First call resolution 71

Outsource Consultants

MARCH 2, 2025

Do you need a provider with experience in compliance-heavy industries like healthcare (HIPAA) or finance (PCI DSS)? For instance, if you receive 1,000 calls per day, you’d need to consider factors such as average handle time, first call resolution, and customer satisfaction metrics to determine the appropriate number of agents.

call center solutions 67

call center solutions outsourcing Call Center Average Handle Time 67

CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today?

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

CSM Magazine

JULY 16, 2020

Agents that feel unsupported and ill-equipped to handle increasingly more complex customer concerns are more likely to leave. Net promotor scores and CSAT’s will improve, customer retention will increase, and agent attrition will reduce alongside average handling time. However, you must also invest in your staff.

Customer Experience 59

Customer Experience Finance Average Handle Time Self service 59

Talkdesk

DECEMBER 30, 2019

Agent-facing AI assistants are impacting service strategies by improving traditional KPIs like Average Handle Time (AHT) , First Call Resolution (FCR) and Customer Satisfaction (CSAT). In this case, if the bot isn’t able to help, at least the agent can continue with the resolution process — no harm, no foul.

Contact Center 61

Contact Center Average Handle Time First call resolution Finance 61

TechSee

JUNE 25, 2019

According to IDC, “AI is the game changer in a highly competitive environment, especially across customer-facing industries such as retail and finance, where AI has the power to push customer experience to the next level with virtual assistants, product recommendations, or visual searches.”. High-level data analysis. Process improvements.

Technology 122

Technology Customer Service Gamification Contact Center 122

CSM Magazine

JULY 16, 2020

Agents that feel unsupported and ill-equipped to handle increasingly more complex customer concerns are more likely to leave. Net promotor scores and CSAT’s will improve, customer retention will increase, and agent attrition will reduce alongside average handling time. However, you must also invest in your staff.

Customer Experience 52

Customer Experience Finance Average Handle Time Self service 52

OctopusTech

JUNE 23, 2020

COVID-19 pandemic has deeply affected our lives and finances by closing businesses throughout the world. A quick call to resolve the issue in less Average Handling Time, a precise message or an email to check upon to make them feel heard can make wonders. There are a lot of things to take in and adjust to.

Telemarketing 62

Telemarketing outsourcing Average Handle Time B2B 62

CSM Magazine

SEPTEMBER 29, 2022

Reduce Average Call Handling Times : organisations need to ensure that disgruntled consumers can get the support they need as quickly as possible. Analysing each call to identify issues that displease customers and push up average handling times will help you minimise these common causes of friction.

Automotive 52

Automotive Average Handle Time Telecommunications Finance 52

Eptica

SEPTEMBER 18, 2019

For example, if you simply base winning on the number of completed calls or emails, or Average Handling Time (AHT), agents could be tempted to cherry-pick easier/faster queries above more complex ones. How Crédit Agricole Consumer Finance is uncovering the hidden “why” behind the customer experience.

Customer Service 66

Customer Service Brand ambassadors Contact Center Average Handle Time 66

NobelBiz

JULY 25, 2023

Reporting: The Blueprint of Action The culmination of the analytics process, reporting, provides a distilled view of insights: Dashboards: Visual interfaces show real-time data like call volumes, average handling time, first call resolution rate, and customer sentiment.

Analytics 98

Analytics Call Center Contact center software Scripts 98

Interactions

FEBRUARY 11, 2021

Especially for industries that deal with emotional topics, such as insurance, finances, and healthcare, the ability to show empathy throughout the entire customer journey can go a long way. Your customers deserve the same type of treatment when they contact your brand. Remember their name.

Average Handle Time 71

Average Handle Time Finance Healthcare Interactive Voice Response 71

SharpenCX

MAY 16, 2022

Average Handle Time (AHT). This is the time it takes for an agent to complete a phone call or a “session.” Accurately identifying your prospects in advance saves everyone time and improves conversion rates. Now it’s time to bring in your other stakeholders, such as IT, operations, HR, and finance departments.

Contact Center 67

Contact Center Scripts Call Center call center software 67

Uniphore

NOVEMBER 16, 2021

More people now use technology to manage their finances than use video streaming services (78%) or social media (72%). And shift we did. Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. Today digital banking is the norm rather than the exception and there’s no going back.

Banking 52

Banking Average Handle Time Contact Center Wait times 52

Outsource Consultants

MARCH 20, 2025

A major telecommunications company reported a 30% reduction in average handling time after implementing an AI-assisted customer service platform in their Mexican call center. Retail, eCommerce, healthcare, finance, and tech companiesespecially those with bilingual or omnichannel needssee the biggest impact.

Customer retention 67

Customer retention outsourcing Call Center Bilingual agents 67

Customer Relationship Metrics

JULY 26, 2017

The best contact center agents also are the best marketing people, sales people, finance people, and trainers. This will enable you to address these root causes, which is likely to have a far more dramatic impact on number of calls handled and average handling times than placing those KPIs on agents’ scorecards.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

aircall

FEBRUARY 26, 2021

The types of duties that a financial services call center agent does depends on the type of financial industry they work in – for example, in a bank, finance company, insurance company, lending institution, or investment firm. Average length of call. Average answer speeds. Average handling time.

Sales 62

Sales call center software Banking Call Center 62

Callminer

AUGUST 6, 2019

A vendor that cannot give you this simple request may be hiding something.” – Nestor Gilbert, Call Center CRM Software – How to Choose the Right Fit , Finances Online; Twitter: @Financesonline. This reduces agent’s average handle time because all the agent has all the customer interaction history.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Outsource Consultants

FEBRUARY 9, 2025

For businesses handling sensitive customer data (such as those in healthcare or finance), it’s important to confirm that the call center is compliant with industry-specific regulations. Verify that the center complies with international standards such as ISO 27001 for information security management.

Call Center 67

Call Center Customer Support outsourcing Interactive Voice Response 67

Balto

SEPTEMBER 7, 2022

One of the most prominent issues raised by contact center operators in 2022 is the increasing workload , namely contact volume and average handling time. Poor Desktop Tools Do Little to Lessen Increasing Workloads. Unfortunately, multiple productivity applications running concurrently do little to lessen agent workload.

Contact Center 52

Contact Center Banking Contact center software Average Handle Time 52

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. In uncertain economic times, they become even more critical to help navigate business health and growth.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Balto

JANUARY 14, 2025

It provides actionable insights into key performance indicators (KPIs) such as average handle time (AHT), first call resolution (FCR), and customer satisfaction scores, which evaluate the effectiveness of call center operations and customer experience. Targeted retention offers increased loyalty and reduced churn rates by 22%.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

CSM Magazine

DECEMBER 18, 2021

She resolves that when she next finds the time to call back in and get the problem corrected, she’ll also make sure to comment on the company’s poor customer service. I’m going to go out on a limb here and say that Joan is probably not expecting to hear back from that finance department anytime soon.

Contact Center 52

Contact Center Surveys Average Handle Time Feedback 52

Uniphore

DECEMBER 17, 2021

Source: “ United Healthcare, Humana Top Healthcare Satisfaction Ratings ,” Nathan Eddy, Healthcare Finance, September 2021. Impact: 20% reduction in agent training time. 60 second reduction in average handle time (AHT). 68% of members reporting a positive experience. Improved member satisfaction.

Healthcare 52

Healthcare Contact Center Self service Wait times 52

Tethr

AUGUST 22, 2020

A lot of companies may understand the outcomes of a customer interaction (like sales conversion or Average Handle Time) and can base their business decisions on them; knowing the rate and volume of a business outcome can help you hone in on its impact.

Analytics 62

Analytics Customer effort Sales Average Handle Time 62

JustCall

DECEMBER 1, 2022

THE AHT or Average Handling Time of all three employees is 3 minutes. Naturally, it’s agent 1 who delivers his best to the customer and doesn’t waste time on ACW. Having an in-depth view of how your agents spend their time is crucial. But instead of taking the next call, he takes a one-minute breather.

Call Center 52

Call Center Coaching CRM Contact Center 52

Vistio

SEPTEMBER 20, 2021

And then there’s the same type of thing for finance in terms of getting the business case funded, negotiating the best deal, estimating and forecasting, not only the costs and how they’re going to change, but also what the business benefits are.

Contact Center 52

Contact Center Technology Finance Average Handle Time 52

Voiance

NOVEMBER 16, 2018

There are third-party expenses for running any business, such as telecom, electricity, and language services.

Average Handle Time 48

Average Handle Time Finance 48

JustCall

MARCH 10, 2023

As such, it can be a reflection of key performance metrics like CSAT scores, average handle time, average hold times, FCR, net promoter score (NPS), etc., At the same time, they can also stay on brand and avoid over-promising to gain customer favor.

Call flow 40

Call flow Contact Center Interactive Voice Response Scripts 40