Definition: The transfer rate refers to the percentage of customer interactions that are transferred to another agent or department within the organization. This may be due to the interaction being incorrectly routed or the receiving representative lacking the skills or capabilities to provide a complete resolution. Calculation: (Number of Transferred Contacts / Total Number of […]
The time that is taken for emails, back office, and other non-real-time transactions to be completed and returned to the customer. This considers when the work order was created, the time in queue, the time that is taken for the representative to complete the work once it is picked up, notifying the customer of its
Definition: Wait time, also known as queue time, refers to the amount of time a customer spends waiting in a queue before being connected to a call center agent or receiving assistance or support. Measurement: Wait time is typically measured in minutes and seconds. It can be calculated by recording the time when a customer
Definition: Workforce Management is the department responsible for leveraging human capital resources toward the objectives of the organization in the most efficient and sustainable manner. The success includes meeting customer service level agreements and staffing fulfillment targets. This is accomplished by balancing the business needs with employee interests and partnering effectively with key resources and
Workforce Management (WFM) Read More »