My record for a full order with 90% qa is 37 seconds. If it is outside of those bounds I have to reevaluate my job because I am missing something.Įdit: i should also add that our AHT is under 2 mins for orders. I know from personal experience on the floor that queue kills the morale.īut I will add that for us, handling 100 calls a day is pretty average for our agents. ![]() My coworkers and I couldn't figure out why they were getting hit so hard. One of our other teams had that issue a few weeks ago where they were suddenly slammed. If there is inclement weather the CV will be higher, but my job as workforce is to hide that from my agents as much as possible. If i start to see trends of callers holding, I'll move agents around to keep us on target. Outbound had 1241 (after callbacks its just over 1300). ![]() Today our inbound agents have handled 1052 calls (as of the 545 update). ![]() I try to make sure my agents dont have more than 2 in queue at any time. Related subreddits.Įnjoy karma based stories? Check out /r/CustomerServiceKarma to read stories about unpleasant/irrational customers getting the karma/revenge justice they deserve. You can contact the moderators directly if you have any questions or concerns. If it has been several hours and you still can't see your post, it was likely removed as it didn't follow the rules. This process helps to combat spam - you don't need to do anything - your post be checked as soon as possible. In some cases your post will need to be checked by our moderation team. You can view an archive of our top tales by clicking here. Pros & Cons Best for Traditional Call Centers Aircall 4.3 Monthly pricing 30 to 50 per agent per month Ticket management No Omnichannel comms Voice and SMS messaging Why We Picked It Pros & Cons. Filter tales by length All (No Filter) Short (S) Medium (M) Long (L) Epic (XL) Rules Rants, complaints, memes, help, general discussion and advice all belong on our sister subreddit /r/callcentres. This is a tales based subreddit, as such we expect all posts to be actual tales/stories. Moral support after dealing with awkward and difficult callers This includes things like (but not limited to) where you ring only one particular inactive agent for a phone call, or where you ring the agent that has had the least calls for the day, or you ring an agent that has been idle the longest, etc.Welcome to Tales From Call Centers (TFCC), a place where we share tales from the trenches of the call center world! ![]() When someone calls in, all the phones not in use will ring and when one agent answers, the other agent's phones will stop ringing until a new call comes in.Īxon does not support ring strategies however (e.g. If the soft-phones/IP phones you are using have no way to disable ringing/call waiting tones for other calls that come in, consider using a silent ring tone so that an agent can see when new calls are coming in but it won't disturb the call that is already in progress.Īfter that, it should be good to go. Lastly, make sure your agent's soft-phones or IP phones have call waiting disabled (or whatever equivalent feature it uses) otherwise the agent's calls may be interrupted by ringing signalling that another call is coming in. Assuming you've already set-up your external incoming phone Line, set that line to send incoming calls to the Group you just created. Then create a new ring 'Group' and add all the extensions that your agents are using. The basic idea for setting this up is to first create an Extension in Axon for each call center agent.
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