UK and IrelandCalls Received
Welcome to the Calls Received subject, the available knowlege bank articles are displayed below.
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Abandoned Calls - Are They Really Lost?
It is common practice in call centres to assume abandon callers do not call-back. Why is this the case? Well, we use Calls Received (Ca… View
How to Explain Why it is NOT Going Right Today!
What happens when it is not going right? Yes, you start to count your heads! As long as you are in control of your variables and can understand… View
Inbound
Inbound calls are calls received or offered by the contact centre. They are generally generated by customers for pre/post sales and customer se… View
Long Call
Long calls present problems around managing service level. There is no definition of a long call but lets say, 10+ minutes. The longer the call… View
Non-ACD Calls
As the title suggests, these are calls which are not distributed by the ACD. They are received by the agent on their own DDI. Hence, c… View
Offered Calls
Calls Received, also known as Calls Offered, is a key indicator in call centres as it drives many areas such as, service level and headcount resour… View
Received Calls
Calls Received, also known as Calls Offered, is a key indicator in call centres as it drives many areas such as, service level and headcount r… View
Time-based First Contact Resolution (FCR) Reporting Window
Time-based FCR relies on a rolling FCR window. This means that the initial enquiry is perceived to be a FCR but over a period of time the initial r… View