For instance a peer group might be all call centers

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Unformatted text preview: M Moment of Truth: MOT is a critical interaction between the customer and the product or service or employee that determines whether the customer will continue to purchase from the vendor. O Order Taking and Tracking: This is a specific function of customer service and it means that this call center specializes in just taking orders and tracking orders. Outbound Performance Metrics: These are all the measurements that indicate the performance of an outbound telephone agent. Examples might include calls/agent/shift or sales/agent/shift. Outsourcing: Contracting with an outside company/vendor to handle some or all of your company’s inbound and/or outbound telephone calls or contacts. P Peer Group: Peer group does not necessarily connote competitors, but most often are the call centers that have the same profile of activities that you have. For instance, a peer group might be all call centers handling mostly inbound calls that are mostly business-tobusiness in a call center of over 100 agents for a company with annual revenues of over one billion dollars. Percent Abandoned: See Abandon Rate Percent Agent Utilization: Agent utilization is a calculated metric reflecting the percentage of an agent’s shift where the agent is logged into the system, engaged in active “telephone mode” which involves “talk time (ATT)”, “hold time (AHT)”, and “aftercall-work time (ACWT).” Utilization equals the product of average call handle time (talk time + hold time + after call work time) and the average number of inbound calls per agent per shift (ACPS), divided by total time the agent is connected to the ACD and ready to handle calls during a shift, i.e., occupancy in minutes. Utilization = ( ( ATT + ACW )( ACPS ) ) X 100 Occupancy _ in _ min . Percent Attendance: Actual number of shifts worked divided by the planned number of shifts times 100. Percent Blocked Calls: An internal metric that is the number of callers who received a busy signal and, hence, could not get through to the ACD. Percent Calls Handled on the First Call (aka, First Time Final): This is the percentage of calls that were completely resolved during the course of the first inbound call initiated by the customer, and therefore do not require a call back. This information is often hard to find or inaccurate. Some clients calculate it based on the coding an agent does at the end of a call. If this is the case, the information will be in the Copyright © 201 2005 BenchmarkPortal, Inc. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Health-Plan/Health-Care Industry Benchmark Report ACD. However, this type of calculation almost certainly overstates the percent, since it only subtracts those callers who an agent is certain will call back later; many callers whose issues have been coded by agents as having been resolved will almost certainly call back later and therefore the number is lower. The best way to calculate first time final is to analyze call data over a period of time. This is made easier if the client has a CIM package. Percentage of Calls Placed in Queue: An...
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