Fonolo

JULY 27, 2021

Sometimes, a call center is overwhelmed or understaffed, resulting in long wait times. How to provide constructive feedback to your agents. When providing constructive feedback to your agent, make sure they know where it’s coming from. Every agent has unique strengths, and recognizing them improves agent morale.

Call Center 142

Call Center Abandon rate First call resolution Construction 142

TechSee

AUGUST 26, 2024

Studies have shown that customers are willing to wait a little longer than expected – but anything beyond that and they can become extremely dissatisfied. Similarly, call center agents are measured on their average handle times. We’ve listed the ten we find most valuable below.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

aircall

MARCH 6, 2018

Now your support operations need more first-touch resolutions, shorter wait times, and deeper product knowledge. The prospect of upward mobility within the company incentivizes strong performance and raises employee morale. The cost of a potential mishire can set-back your team in terms of budget and morale.

Interactive Voice Response 90

Interactive Voice Response Morale Construction Technical Support 90

aircall

MARCH 6, 2018

Now your support operations need more first-touch resolutions, shorter wait times, and deeper product knowledge. The prospect of upward mobility within the company incentivizes strong performance and raises employee morale. The cost of a potential mishire can set-back your team in terms of budget and morale.

Interactive Voice Response 89

Interactive Voice Response Morale Construction Technical Support 89

aircall

DECEMBER 16, 2016

Call abandonment rate and/or average wait time factor into the performance of your team, but also give you an indication of customer satisfaction. No one enjoys waiting on hold, and high call abandonment is a symptom of that. However, make sure to record the entirety of every selected call. Stay in the loop.

Call Center 82

Call Center call center software Abandon rate virtual call center 82

Vistio

JUNE 4, 2024

Service Gaps: During busy periods, the inability to quickly ramp up service can lead to longer wait times and decreased customer satisfaction. Improving training methodologies to focus on the most critical skills and providing regular, constructive feedback can help accelerate the learning curve for new agents.

Contact Center 52

Contact Center Construction Morale Feedback 52

aircall

MARCH 6, 2018

Now your support operations need more first-touch resolutions, shorter wait times, and deeper product knowledge. The prospect of upward mobility within the company incentivizes strong performance and raises employee morale. The cost of a potential mishire can set-back your team in terms of budget and morale.

Interactive Voice Response 48

Interactive Voice Response Morale Construction Technical Support 48