IVR

Calculating Average Handle Time in Light of Customer Experience and IVRs

Posted on January 03, 2018 in AHT • Average handle time • Call Center Management • Call Center Performance • Customer Experience • IVR • IVR • Metrics

By: Peg Ayers and Turaj Seyrafiaan Definition of Average Handle Time: The average time spent handling a contact with a customer, which may be a call, email, chat or any kind of request. The total handle time includes not only the time that an agent spends directly communicating with the customer but also time spend […]

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Calculating Abandon Rate in Light of Customer Experience and IVRs

Posted on December 19, 2017 in Abandon rate • abandon rate • Call Center KPIs • Call Center Management • Call Center Metrics • Call Center Performance • Contact Center KPIs • Contact Center metrics • Customer Experience • Customer Experience Metrics • IVR • KPIs • Metrics

By: Peg Ayers and Turaj Seyrafiaan Definition of Abandon Rate: The percentage of calls ended by the caller before being answered by an agent. Calculation: Abandoned Calls/ (Abandoned Calls + Answered Calls) X 100 Example: 90 calls are answered; 10 calls are abandon before they’re answered. Abandon rate is 10/ (10+90) which is 10%. Alternate […]

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Calculating Service Level in Light of Customer Experience and IVRs

Posted on December 12, 2017 in Call Center Management • Call Center Performance • Customer Experience Metrics • Facts and Figures • IVR • IVR • Metrics • Service Level

By: Peg Ayers and Turaj Seyrafiaan Definition of Service Level: The percentage of calls answered within a set threshold. Note: Service level applies to live contacts so the same definition can be used for other channels such as Chat or SMS. Other channels such as email, fax and even social media are measured based on […]

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