By Allison Smith
If customers were annoyed with your IVR/Call Flow, and were so motivated to hang up out of frustration and call your competitor – wouldn’t you rather know about it, rather than ignore it?
After all: you want to make it as easy as possible for customers to transact with you.
The typical hot dog street vendor doesn’t set up a collision course of obstacles on the sidewalk that makes it as difficult as possible for you to approach his cart and make a purchase – and yet, that’s exactly what many IVRs do: they’re often a confusing maze to navigate, which dangles a reward just beyond the customer’s reach, and which definitely doesn’t set the customer up for success – or you, for that matter.
Here at Loway, we take data very seriously. QueueMetrics Live, our
hosted call-center analytics platform for Asterisk PBXs, is constantly monitored
and probed for anomalies in its performance metrics. This way, we are able to
find and fix issues - often automatically - before they become apparent
to our growing number of users.
Why do you need Music-on-Hold tracking?One of the questions you may have when analyzing your call-center performance is: how much time did our agents put the caller on-hold? This is an important proxy of the quality of the service you offered, as long (or frequent) time on-hold is a symptom of problems when handling a call.
A monitoring and reporting system is the most important component of any modern call center such as measurement of agents performances and customer satisfaction is the key strategy for success.
Balancing all internal elements that shape the ecosystem of an Asterisk PBX based contact centre relies on accuracy and precision of reports. An efficient call center management improves performances by more than 100%, while improving overall customers’ satisfaction.
Monitoring, reporting and improving performances is the bread and butter of QueueMetrics suite.
Modern contact centers shares challenges of the biggest contemporary service providers.
Continuous grow in revenue, quality, and efficiency while costs must be kept in rigid control within articulated and complex structures.
Quality of services means satisfied customers included fast delivery, and precise understanding of their needs.
Imagine taking your car into a body shop to have a minor dent repaired.
You wait for a significant amount of time for your spot at the front of the queue, and when the first available counter agent sees you, she holds up her hand to stop you from approaching the counter.
She seems scattered, busy, distracted; shuffling papers around, trying to flag down coworkers to ask them questions.
At one point, frazzled, she even meets your gaze again and says: “We’ll be with you in just a moment!”, but this doesn’t seem to instill confidence or reassure you that she’s ever going to give you her undivided attention. She’s all over the place! How is she going to handle your issue?
And so it can seem with your phone system.
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