Abandon Rate Average Handle Time Consumers Self Service 
Magellan Solutions
DECEMBER 5, 2023
Competent agents are more likely to address clients’ concerns on the first call, which decreases follow-up calls and frees up agents to handle more calls. Implement Self-Service Options. Using metrics and KPIs like cost per call, service level, average speed of answer, average handle time, etc.,
NobelBiz
FEBRUARY 21, 2023
Better workforce management Suggesting a callback when the agent is available benefits both the consumer and the agent. The former can better plan his calendar and manage his time. But, ensure agents are not overburdened and have adequate time to handle each issue without being rushed. Waiting times are seen 2.5
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Talkdesk
SEPTEMBER 8, 2020
Open enrollment is typically among the busiest times of the year for healthcare plan providers as the volume of consumer calls to the contact center increases significantly. During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78 of 42 CFR 4222.2272(b).
CSM Magazine
AUGUST 25, 2021
The Customer Satisfaction Score (CSAT) has become one of the the defining data points to evaluate consumer experience and brand growth. While the marketing, pre-sales, and sales processes add to customer satisfaction, customer service heavily influences CSAT scores.
Playvox
OCTOBER 19, 2021
Being short-staffed causes gaps in the schedule and results in a situation where there are simply not enough agents to handle volume. One of the first places this shows up is higher average speed to answer (ASA). Increased abandon rates. Implement self-service to reduce demand for agent assistance.
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