Grant Scott's Discussions
High Queue AHT
Replied Jun 14
Balanced Scorecards
Replied Jun 13
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If you are just looking for a brainstorming session off the top of my head.
1. Wireless data devices such Blackberry, Iphone, Palm
2. Application software such as Microsoft Office
One that I was playing with was a Technical Dispatcher service simi…
Also after calls is used to document the steps taken on a particular call. If you setup templates for normal steps in your operation it may reduce this time somewhat. My experience is from High-Speed Cable Internet troubleshooting. In our templates…
On first impressions it would seem that "undertime" would be a great time to train agents. Even if the training is informal at first and later becomes more in depth at some later date. A review of best practices, cross training, even if it only an a…
All very good points. AHT per agent may not be useful, even per call might not be useful, but if you track AHT as whole it may point to other things like the slowness of your backend systems. If escalation is required, how long did the customer wait…
1. Did we actively identify all of the customer’s express and implied needs? Not just the stated needs, but
needs which experience and the circumstances also point to?
2. Did we meet those needs? Did we meet them the right way?
a. Some needs can b…
Theoretically it should increase FCR. We sometimes call it Solved on Current Contact. The idea being that the agent should be able to resolve more calls in first contact without repeat calls. Agents with higher FCR should be monitored maybe whatever…
Well I can tell you what it is suppose to be.
Learning and growth is a measure of how much time you spend coaching the agent in question. Coaching is what makes call center working efficiently. Team leader must spend time on coaching, managers must…
Hmm. I do really like your topics. I was going to guess Walmart but it appears they did have a call center at one time and have way more than 250 stores. If we are talking about Walmart though there is a fair amount of technology behind the scenes t…
That is what I think every call center is aiming for to have person hang up satisfied but just to kick this around a little more. What do you do when you can't handle the volume of calls that you are getting. I know of at least one MSO that can't ev…
Well in fairness when we get 15000 calls a day it means oh just off the top my head the company switched billing providers. I remember back when they did a transition from one billing system another and lost or screwed up about 300000 accounts. So l…
See AHT is important because it determines how many calls you can answer in an hour. It is all about bang for the buck. We have recently seen many CSRs that have been out-source to much cheaper areas to work. The view us as a "cost center". We are a…
Okay so they don't have videos but they do have PDf documents.
http://www.comcast.com/corporate/customers/customer_support/high_speed_internet.html
Just for the sake of discussion. I think most people that call the call center just want you to "ho…
I would just like to throw this out there. It may also be a issue with scale. 15000 sounds like a lot but if you have say 1 million subscribers then maybe the problem isn't as bad as we thought. Just by simple math that makes about 650 calls an hour…
Profile Information
- Company Name:
- SpeechCycle
- Industry:
- Software
- Are you a member of the ATA (American Teleservices Association)?
- No
- Job Title or Area of Expertise:
- Quality Assurance
- Total Number of Contact Center Agents (FTEs):
- 4
- Website:
- http://www.speechcycle.com
- I am available to help other members by answering questions in the following areas:
- Computers, Quality Assurance, High-Speed Cable Internet
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