Call Avoidance

Welcome to the Call Avoidance subject, the available knowlege bank articles are displayed below.

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A 'Box' Full of Quality

Too many call centres simply don't do quality, never mind have a quality process to support their call handling.  Why does this happen?&nb… View

Activity Codes

Activity codes are management tools to identify call types.  The attempt here is to try to CRM your ACD. It relies upon agents to input co… View

Call Tracking

Most call centres have an understanding of why their callers phone but not generally a detailed understanding of the actual call 'types'. C… View

Call Type Tracking Plan

A high level plan to start your call tracking View

Customer Charter

Also known as Customer Excellence Charter (CEC) View

First Contact Resolution (FCR): Customer Perspective - External Resolved

First Call Resolution can be seen from both the customer and agent perspective. With this in mind, it is usual to adopt two measures; both an exter… 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

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