Comparing the volume of incoming and outgoing whatsapp number australia calls over several years allows you to understand how needs have changed and how successfully the center is handling the load. Current indicators. It is important not only to look back, but also to regularly monitor current indicators: Average waiting time on line Number of missed calls Duration of calls Customer Satisfaction Level Metrics. Help respond to emerging issues, adjust work in real time. Customer interaction indicators. NPS (Net Promoter Score), first contact resolution (FCR), number of repeat requests, allow you to evaluate how well employees cope with tasks.
Good interaction indicators indicate the professionalism of employees, the work of scripts. What is IVR and how does it work? Angelica Popovicheva Head of Call Center RocketCall Contents of the article: How IVR works Main areas of application of the technology Benefits of interactive voice menu Typical mistakes IVR (Interactive Voice Response) is a technology that allows you to interact with a telephone system using voice commands or tone dialing. The system is capable of recognizing speech, synthesizing responses, recording conversations and creating reports, integrating with external databases, and receiving and sending SMS.