Do Your Agents Have the Right Skills to Meet Your Customer Queries?

Do Your Agents Have the Right Skills to Meet Your Customer Queries?

When measuring the efficiency of a call centre or customer support system, we tend to concentrate on:

• Call handling time• Client on-hold time• Number of calls answered per hour

However, none of the above is a good measure of client satisfaction. A good qualitative

analysis of your call centre services may look at answering most or, ideally, all of the

following:

Are customer queries being resolved with one call?

Are queries that cannot be resolved by telephone being routed through the correct

channels?

How long does the average resolved call take?

How long is waiting time?

How many complaints do we receive about the quality/speed of our

customer care service?

How quick is complaint response time?

Are we scheduling well enough to avoid over and under staffing?