How to Measure Resolved Live

Author: CCa2z

Date: 12th November 2009

Measuring the level of resolution live is not always easy and whilst it can be undertaken manually, it should be supported through CRM systems.

CRM systems should include the following minimum capability;

  • The ability to select a call by call type.
  • The ability for the agent to identify whether the call is initial or repeat.
  • The ability for the agent to track tansferred calls and correct destination.
  • The ability to log call outcome and whether resolved or unresolved.
  • The ability to log unresolved reasons.

A basic manual system could include calls answered against calls transferred, whilst not ideal, it does provide some measure.

 

 

 


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