Abandoned Call Rate: is more than callers that hang up prior to reaching an agent, it includes calls that were left on hold after being answered. Perhaps, it is a caller that continues to get transferred around from department to department and hangs up while sitting on Park. Understanding your abandoned calls and your abandoned call rate helps you make the necessary changes to improve business and customer satisfaction.
We suggest Chronicall Standard Reports like Abandoned Calls, Group Abandoned Calls, Lost Call Summary and Queue Call Volume to measure your abandoned call rate.
Average Queue Time: is one of the most important key performance indicators for inbound call traffic. It allows you to know if your callers’ wait time is within an acceptable timeframe. With Chronicall Reports, like Queue Call Volume, you can see your customer’s average wait time and how many customers you are losing due to long wait times. You may also consider exploring your agent’s average handle time as this might be the root of what is causing your long wait times.
We suggest Chronicall Standard Reports like Queue Call Volume, Queued Calls by Group or Queue Summary by Group to determine your customer’s queue experience.
Service Level & Forecasting: is your call data broken down into time intervals; such as hour of day, day of the week, etc. Understanding your peak call volumes (inbound and outbound) empowers you to staff appropriately. Correct staffing keeps your service level high and customer wait times low.
We suggest Chronicall Standard Reports like Inbound Call Service Level, Inbound Call Performance, Queue Call Volume and Agent Call Volume to measure and track your company’s call volume and service level.
Emergency Calls: could include calls to 911, your local police department, your internal security staff and more. Chronicall not only allows you to report on this important call information, but can also notify you in real-time via email, SMS text or pop screen notification. Emergency notification ensures any situation is handled in a timely manner and with care.
Cradle to Grave Reporting: ties everything together and allows you to verify the data you are receiving. It helps answer the questions you don’t know the answer to. Such as, where are the calls getting abandoned? Is there a simple process change or training to improve your customer experience and decrease your abandoned rate?
Cradle to Grave Reporting holds all the answers you’ve been looking for. Providing Comprehensive telecom data analytics
Chronicall Standard Reports provide key metrics to improve your phone system and your business. You can enhance your data by including Xima’s add-on modules like Call Recording, Realtime Agents, Skills Based Routing, and Queue Callback.
ECS is an Authorized Xima Reseller located in Seattle, WA & Portland, OR.
ECS provides local technicians for on-site work installing and servicing a variety of voice/data equipment, ie; Avaya Aura Servers, Gateways, Voicemail, Telephones, Firewalls, Ethernet Switches, Low Voltage Cabling, CAT5e/CAT6, Fiber, Circuit Extensions, Wireless Networking, Video Surveillance, Point of Sale, Overhead Paging, etc.
ECS provides services in Washington & Oregon, primarily in the greater Seattle & Portland areas.