Customer Support Services White Papers
The New Power of Payment Call Centers: Organizational Impacts of Outsourced TEL ACH Origination Services
Overview Call centers are commonly viewed by many or most in any organization as cost centers: simply add-ons necessary for supporting core products and services. As a result of this view, call center performance is commonly evaluated based on operating expenses and efficiency metrics. Some of the more commonly measured of these call center performance metrics include: Average Speed of Answer (ASA) Call Abandon Rate Average Delay to Abandon (ADA). From on-going measurement of these kinds of numbers, call center managers often develop performance goals expressed in terms of desired Service Levels. What is an acceptable call center service level? Is it 80% of calls answered within 60 seconds?
| Publisher | Fort Knox National Company | File Format | |
|---|---|---|---|
| Date Published | September 2002 | ||
| Format | White Papers | ||
| Topics | |||
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