JustCall

APRIL 23, 2020

“All our workshops and training sessions now had to be provided online. Agents could easily take notes while on call or read out call scripts. Within a time span of 3 months, the Average Talk Time per agent per day reached 2X and the Average handle time almost halved. Thanks to JustCall.

Interactive Voice Response 105

Interactive Voice Response CRM Healthcare Average Handle Time 105

NobelBiz

SEPTEMBER 3, 2024

Through ongoing training sessions, workshops, and access to learning resources, agents can be prepared for the set of skills that will make them productive and confident in their work. Analyze Call Quality Call quality evaluation involves listening to the recorded calls, assessing adherence to scripts, and monitoring communication skills.

Call Center 98

Call Center Morale First call resolution Abandon Call 98

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.” Aim to Connect Through Strong Scripts. Whether an agent is a naturally gifted speaker or someone who needs more coaching and guidance, everyone needs a solid script. This tracks your agents’ efficiency.

Contact Center 67

Contact Center Scripts Call Center call center software 67

Outsource Consultants

JANUARY 16, 2025

Objective criteria might measure adherence to scripts or accuracy of information provided, while subjective criteria could assess tone of voice or rapport-building skills. This led to a 40% reduction in average handle time and a 25% increase in first call resolution rates (demonstrating the power of comprehensive analysis).

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

NobelBiz

AUGUST 28, 2023

An empowered agent isn’t confined by a script; instead, they can tailor their responses, adapting to the unique needs of each customer. Check out our free, on-demand Contact Center Gamification Workshop. Tired of agent turnover and engagement woes? Discover how infusing fun into your workflow can tackle daily challenges head-on.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

JustCall

DECEMBER 10, 2020

Day 3 is practicing the scripts on the phones by calling me or my team. We do fake training calls 20-30 times until the new rep is comfortable. You can thus optimize the workshops or trainings for the newly joined agents. Day 2 is software - learn the CRM, Phone system, Tracing Program.

Best practices 52

Best practices Call Center Sales Average Handle Time 52

NobelBiz

JUNE 5, 2023

Here are five valuable metrics we recommend you follow to reach your business goals: Connection rate Calls per Agent Conversion Rate First Call Close (FCC) Average Handle Time (AHT) 7. Crafting a Compelling Script A well-crafted script can be a powerful tool for outbound lead generation.

Call Center 52

Call Center Scripts CRM Contact Center 52