Average Handle Time (AHT) is one of the most critical call centre metrics that measures the average duration of contact between an agent and a customer. It assesses the efficiency of a call centre to improve agents productivity and customer satisfaction. Maintaining a low AHT signifies good performance and hence boosts customer satisfaction.
One significant benefit of modern technology is that companies can outsource their non-core functions, even to an off-shore location. Outsourcing brings in the expertise needed at a lower cost, plus you can focus on the key competencies of your business. Having an internal customer service desk requires investments in equipment, facilities, technology and staff, plus you have to add more for staff training and the departments’ operations.
In a call centre environment, where the quality of a call hinges on the speaking and listening skills of the agent, voice and accent have an incredibly important role to play. Customers want the agent to be easy to understand, pleasant to speak with and demonstrating empathy. So, what role does accent really play in UK call centres?
The numbers are in, and the truth is out: the British workforce is pretty underwhelmed these days. Only 55% of the British workforce have said they’re engaged and inspired while at work, with the other 45% identifying as ‘disengaged’ employees who aren’t reaching their full potential at work. For call centre managers, this disparity is a big cause for concern.
There is a lot of buzz currently around the future of customer contact, I’ll take a strong guess and suggest that the future
Just how are you going to ensure your business will surf through a second lockdown? One way to secure the your business contact strategy