Magellan Solutions

JULY 5, 2021

After customer service outsourced to the philippines , the first 90 days provided the following results: First Call Resolution (FCR) increased to 93%. 90% of calls answered within 10 seconds or less. Outsourced agents are able to resolve 93% of e-commerce customer support issues on first contact.

Omni-Channel 52

Omni-Channel Customer Service Average Handle Time e-support 52

Magellan Solutions

APRIL 21, 2021

You can measure your abandonment by dividing the number of abandoned calls by the total number of calls. First Call Resolution. This measures the ability of agents to solve customer’s issue during the first call they make. The average first call resolution rate should be at 74%.

Call Center 52

Call Center First Call Resolution Abandon Rate Metrics 52

Call Experts

JULY 27, 2023

We strive for 99% uptime – meaning that regardless of weather, time of day, or season phone/agent services remain up and running. Operational Efficiency Metrics Average Handle Time (AHT) : Used to measure the average duration of customer interactions.

Call Center 52

Call Center Customer Service e-support Contact Center 52

NobelBiz

JULY 25, 2023

CMSWIRE also states that “ 69% of consumers want the ability to move from one channel to another while speaking with a customer service representative ”. Trend Analysis: Reports highlight emerging patterns over time, helping managers anticipate peaks or troughs in call volumes or understand seasonal trends.

Interaction 98

Interaction Analytics Call Center Contact Center 98

Magellan Solutions

JULY 8, 2021

Pay Per Sale Telemarketing also known as pay for performance sales outsourcing is a popular service among small to midsize businesses, especially in the retail and eCommerce industry. Although PPS Telemarketing is in-demand, only some companies really know what telemarketers do and what’s happening behind phone calls.

Sales 52

Sales Net Promoter Score Average Handle Time Advertising 52