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Unformatted text preview: . With your center's ability to
recognize callers' phone numbers, it's possible to
detect callers who represent more value to your
company than other callers. Routing high-value callers
differently is called value-based routing. For instance,
let's say I am a 1OOK-mile traveler with one of the
major airlines. When I call this airline from my home or
my office, I am routed out of the normally long queue to
a special group of agents dedicated to high-value
travelers. But if I call from a pay phone, the center
doesn't recognize me, and I am routed to the regular
queue. That's the result of caller value segmentation I manage a call center for a health care organization.
The callers requesting our services need to speak with
as many as 4 different areas or departments. This
could mean direct transfers or callbacks. At each of
these steps we lose a percentage of our callers. Is this
a common problem with this system? What % of
callers should I expect to lose with each step? WOW, this is very unusual. I do not think you can
afford to lose ANY callers as they are transferred. I manage a contact center in Dallas Texas for a
company called TNB Card Services. We are fortunate
that our containment rate is typically between 78-80%.
My questions is this: As service provider (Customer
Service) for credit cards, what is the average time a
caller spends in the IVR? Like so many of my answers, it depends on the
circumstances. In a properly designed IVR messaging
system, a customer spends less than 30 seconds
working through the menus to find the right queue to be
in to get the response they are looking for. In a credit
card environment, if you have a well-designed selfservice strategy in place, the customer can find and get
their answer in less than 60 seconds ... more than that
and the probability of them “opting out” increases
quickly. Seems like there is something “systemically” wrong
with the design of call handling.
Needs attention. My colleague is working on a paper comparing our
This answer depends on the industry and the type of
transfer rates to standard 'benchmarked' rates. We
call, but in general, here are the answers: Misshave two types of transfers, misroutings and additional routings = 16%Additional questions = 28%
questions. Do you know what standard percentages
are for these two types of transfers?
We find that products that distribute calls to multiple
call centers have a positive impact on the following
performance metrics: average speed of answer,
percentage of 'once and done calls' queue time and
service levels. 127 Copyright © We are considering software that would allow us to
utilize agents in two separate locations to respond to
inbound calls (such as through load balancing). Are
there any statistics on how this software can affect our
call center performance metrics? 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 Question Answer We need v...
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This note was uploaded on 02/22/2012 for the course CSR 309 taught by Professor Staff during the Fall '08 term at Purdue University-West Lafayette.
- Fall '08