For instance an agent at a banking call center who is

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Unformatted text preview: st per Call: This is the sum of all costs for running the call center for the period divided by the number of calls handled in the call center for the same period. This would include all calls for all reasons whether handled by an agent or technology, such as IVR. © Copyright 2005 BenchmarkPortal, Inc. 198 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Glossary of Terms You can also just calculate the cost per call for agent-handled calls. The number of calls received will be captured by the ACD. The total cost of the center can be obtained from your accounting department. Cross-Sell: A cross-sell occurs when an agent recognizes that the caller might be able to use a product from the same company, but in a totally different product line within the company. For instance, an agent at a banking call center who is opening a savings account for a caller might recognize the advantage for the caller to purchase a CD from the bank at a higher interest rate. CTI: Computer-Telephony Integration refers to the linkage of a telephone switch (ACD, PBX) and computer systems to enhance call processing. Common applications include screen pop, simultaneous voice and data transfer, and IVR. Customer Access Channels: Customer access channels are the multiple ways that customers can reach out and contact a company. A few of the obvious access channels are telephone, e-mail, fax, normal mail, kiosk, and face-to-face. Customer Centric: Placing the wants and needs of the customer as the central focus of all business practices within the firm. Seeing your business through the “eyes of the customer.” Customer Lifetime Value: The imputed dollar revenues or profits (depending on formula) generated by the customer for as long as the customer remains with the firm. Customer Retention: Keeping a customer as opposed to losing the customer to the competition. A percentage of this figure would be the tenure of the average customer with the firm as computed by the sum of the time of all customers with the firm divided by the number of customers. Customer Satisfaction: This is a state of mind that a customer has about a company in which their expectations have been met or exceeded over the lifetime of the product. This leads to company loyalty and product repurchase. Customer Share: The percent of those who purchase the item of interest from a given firm. Computed as the number of customers who purchase the item from a given firm divided by the numbers of customers who purchase the item from all firms combined. Customer Value Segment: Customer value segmentation strives to segment customers based on their financial value to the company. This value is usually based on a combination of the total amount of money that a customer spends with the company, and the profitability of that revenue stream. The best example would be the frequent flyer programs that the airlines have. United, for instance, has the following value segments with its freque...
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