Upstream Works

NOVEMBER 19, 2020

The focus of customer service now needs to be more about their overall satisfaction and addressing current issues rather than getting customers to spend more or upsell to the next tier of service. For example, with customers feeling more stress, legacy metrics like Average Handle Time (AHT) aren’t going to drive CSAT scores.

Average Handle Time 78

Average Handle Time Contact Center Upselling contact center solutions 78

Fonolo

APRIL 6, 2020

It can rout calls to the most qualified agent to handle each customer while reducing average handle times. It allows agents to provide better service and give you tools to upsell as well. It not only uses AI to identify CSAT issues but it provides a record of reporting to help you improve your ROI.

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

TechSee

JULY 17, 2018

Enabling image input into IVR shortens the entire process significantly: shorter average handling times (AHT), shorter call times, and best of all, an opportunity to wow customers. The bot automatically identifies the machine’s model, and suggests compatible capsules and other upsells.

Wait times 114

Wait times Interactive Voice Response Self service Call Center 114

TechSee

DECEMBER 2, 2020

This technology can be applied at every channel and touchpoint of the customer journey, from pre-purchase through contracting and billing, onboarding , and even upsells. Incorporating remote visual assistance into day-to-day operations helps: reduce customer effort and wait time. reduce costly truck rolls and product returns.

Average Handle Time 109

Average Handle Time First call resolution Technical Support Technology 109

Vcaretec

JUNE 6, 2022

This enables the Call Center Outsourcing Specialist to become a trusted advisor, helping the customer along the way, and upselling and cross selling without seeming smarmy. Because they have big margins on their products and services, luxury brands don’t need to worry as much about traditional Call Centers metrics, like average handling time.

Customer Service 96

Customer Service Average Handle Time Upselling outsourcing 96

Outsource Consultants

MARCH 29, 2021

Don’t waste time pairing conflicting KPIs, such as setting a lower agent AHT goal with increased upsell targets. By nature, upselling requires time for agents to explain the benefits of your brand’s products. Agree on success measures — “Reduce your hold time by 30%.”.

Management 76

Management Calibration Call Center Upselling 76

AWS Machine Learning

NOVEMBER 15, 2023

Each year, Principal handles millions of calls and digital interactions. As a first step, they wanted to transcribe voice calls and analyze those interactions to determine primary call drivers, including issues, topics, sentiment, average handle time (AHT) breakdowns, and develop additional natural language processing (NLP)-based analytics.

Analytics 118

Analytics Interactive Voice Response Average Handle Time Contact Center 118

Quality Contact Solutions

DECEMBER 31, 1969

You answer the phone, look up answers for customers or prospects, solve problems, enter orders, upsell or cross sell, and note all the details in your CRM. The most challenging aspect of handling incoming calls is that you never know what the next call will require. Well… not really.

Telemarketing 68

Telemarketing virtual call center Average Handle Time Upselling 68

Uniphore

DECEMBER 14, 2021

Our Playbook for the Transformational BPO details how conversational AI and automation can optimize customer interactions and deliver: Better average handle times (AHT) and first call resolution (FCR) rates. Fewer time-consuming manual tasks and less after-call work (ACW).

Average Handle Time 52

Average Handle Time First call resolution outsourcing Upselling 52

Comm100

SEPTEMBER 28, 2022

A high number of missed chats may also indicate that agents are spending too much time on each chat. We’ll look more at the average handle time metric later. This key performance indicator reveals the percentage of time that agents are spending in live chats, wrap-up, and other activities, as opposed to “away” or offline.

Average Handle Time 98

Average Handle Time Benchmark Wait times Metrics 98

NobelBiz

SEPTEMBER 3, 2024

Some of the most telling KPIs to monitor include: High Average Handling Time (AHT): Indicates that calls are taking too long to resolve, often due to inefficiencies or complex issues. Analyze Your Productivity KPIs Key Performance Indicators (KPIs) provide valuable insights into your call center’s performance.

Call Center 98

Call Center Morale First call resolution Abandon Call 98

Infinity

MAY 25, 2022

Average handle time. Average handle time (AHT) tracks the amount of team your call centre teams are spending on a call with customers. Use customer intel to create scripts that will help almost guarantee conversion and upselling. Which call centre metrics should be tracked to optimise performance?

Metrics 52

Metrics Average Handle Time Upselling Abandon rate 52

Etech GS

SEPTEMBER 25, 2019

Some key data that managers should employ tech to track in a cell center environment include the following: • Average customer wait time. Average handling time. Average talk time. Upsell rates. Agents in turn can use this information to better assist callers and upsell products and services.

Call Center 69

Call Center Management call center workforce Upselling 69

Nicereply

JULY 28, 2022

Or that they have an average handle time target. Identify opportunities to cross-sell and upsell. On the other hand, sales teams can also identify which repeat customers to upsell or cross-sell to , depending on feedback from the customer service team. Upselling must come at the appropriate time and situation.

Sales 59

Sales Customer Service Upselling Average Handle Time 59

Comm100

OCTOBER 28, 2015

Employees can handle multiple customer chats at once. Chats have lower average handling time. Chatting with your customers can make it easier to upsell without the negative feelings experienced on the phone or in person. More reasons live support is cost effective: Cheaper to maintain a chat system. Phone numbers.

Average Handle Time 87

Average Handle Time Upselling Scripts Sales 87

Expivia

MARCH 18, 2021

Without this knowledge, they can’t help the customer in time. Not to mention that the average handle time increases with every second an agent needs to look up instructions. This educates the agent and you at the same time. Issue handling. Upsell/Cross-sell. Verification. Resolution. Call to action.

Call Center 98

Call Center Customer Service Education Average Handle Time 98

Interactions

MARCH 13, 2019

With a solution like conversational AI combined with your customer care strategy, not only will customers feel more comfortable using their natural speaking tendencies to communicate, but marketers are also able to leverage upselling and product recommendations in an authentic manner.

Customer Care 63

Customer Care Marketing Average Handle Time Customer retention 63

Outsource Consultants

JANUARY 8, 2025

These might include customer satisfaction scores, first call resolution rates, average handling time, and cost per interaction. The cheapest option doesn’t always prove the most cost-effective in the long run.

Call Center 67

Call Center outsourcing Business Process Outsourcing Average Handle Time 67

Outsource Consultants

JANUARY 24, 2025

Essential KPIs include: Average Handle Time (AHT) Measures the time spent per interaction. For example, if a customer mentions a product, the system can instantly provide the agent with relevant information or upsell opportunities. Customer Satisfaction (CSAT) Scores Captures customer sentiment post-interaction.

Best practices 67

Best practices Contact Center Technology Schedule adherence 67

Interactions

JULY 9, 2024

Customers can resolve issues in less time on the channel they prefer, while contact centers reduce live agent minutes, average handle times, and costs. Yet, before implementing a modern IVA solution, organizations should consider if they have the right elements in place to best optimize an IVA.

CRM 62

CRM Customer centricity Average Handle Time First call resolution 62

Interactions

JULY 9, 2024

Customers can resolve issues in less time on the channel they prefer, while contact centers reduce live agent minutes, average handle times, and costs. Yet, before implementing a modern IVA solution, organizations should consider if they have the right elements in place to best optimize an IVA.

CRM 62

CRM Customer centricity Average Handle Time First call resolution 62

TechSee

MARCH 4, 2024

Providing this information to the customer service representatives accelerates their average handle time while improving the customer experience. Generative AI can be used to automate upsells, renewals and expansion. Best of all, there is virtually no AI risk exposure to the enterprise.

Enterprise 109

Enterprise Automotive Average Handle Time Metrics 109

TechSee

MARCH 4, 2024

Providing this information to the customer service representatives accelerates their average handle time while improving the customer experience. Generative AI can be used to automate upsells, renewals and expansion. Best of all, there is virtually no AI risk exposure to the enterprise.

Enterprise 109

Enterprise Automotive Average Handle Time Metrics 109

JustCall

DECEMBER 2, 2022

Upselling and Cross-selling. That is their primary function, but they also seize opportunities to upsell and cross-sell. Keep an eye on metrics: You need to measure the performance of an inbound call center over time. They handle information needs and service requests. This will enable you to plan and fix issues.

Call Center 52

Call Center Upselling Average Handle Time Abandon Call 52

OctopusTech

MARCH 11, 2022

It includes subscription renewal calls, upsell, sales calls, cross-sale, feedback calls, informing customers about discounts and offers, and an introductory call during a launch of a new product. It includes services like customer feedback, pitching with discounts and offers, cross-selling and upselling.

Call Center 62

Call Center Inbound sales Technical Support Upselling 62

Infinity

JUNE 13, 2022

Reduce averaging handling time in your contact centres. Even better, call centre software can provide detailed data and reports which have the power to dramatically increase sales and average order value, through tactics such as upselling and cross-selling. Decrease customer acquisition costs using real insights.

Average Handle Time 52

Average Handle Time Scripts Upselling Analytics 52

Monet Software

AUGUST 15, 2018

The Goals There are two ways to proceed – a standard list of goals for every contact center agent (faster response times, lower average handle time, more upsells, etc.) The Basics Let’s start with the obvious – the name of the agent, the assessment period under review, and the date of preparation.

Management 48

Management Average Handle Time Upselling Coaching 48

Outsource Consultants

APRIL 10, 2018

Improve your upselling strategy. Kh says that companies need to retain customers by encouraging email newsletters, sending surveys, and offering discounts. In addition, Kh recommends taking the following action: Ask the “why” questions in addition to just scale ranking questions. This blog post is based on an article from CustomerThink.

Call Center 52

Call Center outsourcing Average Handle Time Scripts 52

Babelforce

APRIL 28, 2021

Or, it can monitor the call for potential sales or upsell opportunities and alert agents. Take Average Handling Time. But, putting too much of a focus on Average Handling Time can lead to other issues. Consider measuring other metrics alongside your Average Handling Time.

Call Center 52

Call Center Customer Service Average Handle Time Interactive Voice Response 52

aircall

FEBRUARY 5, 2021

Those who spend too much time on calls aren’t working efficiently, and it will have a major effect on your call center’s productivity. The average handling time measures the average time that call center representatives need to answer questions and resolve problems.

Call Center 62

Call Center Average Handle Time call center software Customer centricity 62

DMG Consulting

AUGUST 10, 2023

These capabilities can help agents enhance and grow relationships with customers by suggesting upsells or new products. Real-time guidance and NBA tools give agents the insights they need to elevate each customer interaction from an information-gathering and delivery exercise to a problem-solving and relationship-building session.

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

Hodusoft

JULY 2, 2024

This leads to longer call times ( average handle time ), the key concern of about 40% of businesses. High Call Volume: Long wait times & high turnover rates in contact centers lead to increased abandonment rates and missed opportunities for upselling and cross-selling.

Agent burnout 52

Agent burnout Customer Experience Abandon rate Average Handle Time 52

JivoChat

AUGUST 24, 2021

Average Handle Time (AHT). The average handle time (AHT) is a commonly used metric for call centers, which represents the average length of a phone call with a customer. Upsell and Cross-Sell Frequencies. We track the upsells and the repeat projects that we have with clients. Petra Odak.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

Babelforce

AUGUST 20, 2020

Average Handling Time (AHT). The average duration of a customer interaction. NLU can also have uses in outbound calling, such as: Training agents in better processes/approaches Highlighting upselling/cross selling opportunities Automating data entry. Key metrics for outbound call centers.

Call Center 52

Call Center Interactive Voice Response APIs Outbound sales 52

Monet Software

OCTOBER 10, 2019

Beyond that, if your agents are truly doing an excellent job, they will begin cross-selling and upselling customers who originally called in due to a negative experience. Average Handling Time. Properly trained employees and satisfied customers will play a big part in growing that bottom line. Contact Quality.

Contact Center 54

Contact Center Management Average Handle Time Call Center 54

Outsource Consultants

JANUARY 27, 2025

Outsourcing to a Philippine call center enabled rapid scalability, resulting in a 40% reduction in average handle time and a 35% increase in positive customer feedback. Additionally, Filipino agents’ product expertise and upselling abilities contributed to a 15% boost in sales.

outsourcing 67

outsourcing Call Center Government Telecommunications 67

Outsource Consultants

MARCH 12, 2025

This approach has led to significant improvements in response times and customer satisfaction. A major retail company partnering with a Mexican call center reported a 40% reduction in average handling time after implementing AI-assisted customer service tools.

Customer retention 67

Customer retention Call Center outsourcing Consulting 67