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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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Sophisticated ACD: An ACD distributes calls to the agent or department best placed to handle. This can reduce transfers and averagehandletime. They also allow callers to get self-service help which reduces the number of tickets agents have to handle. Read more about how to set one up here.
These might be qualitative goals that assure consumer happiness (for example, a need for higher FCR First Call Resolution rates). They can also be quantitative (such as lower averagehandlingtime , higher number of callshandled over a period of time, etc.).
Average speed of Answer is a callcenter KPI which indicates the average amount of time a caller must wait to reach an agent after they’ve entered a queue. This does not include time spent navigating an IVR system. A lower ASA is considered a sign of a healthy callcenter. Callcenter dialer.
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