7 07, 2016

Decreasing Abandonment Rate

2016-07-07T06:07:59+00:00Abandonment Rate|

When it comes to taking reservations in your call center, nothing is more important than talking to your guests. If there’s anything that can disrupt this process, it’s call abandonment. In a perfect world, agents would be able to talk to everyone calling in, but we know that’s not the case. Our gold standard for abandonment rate is 5-8%, and with some help, this is attainable for all call centers. What can you do? In order to reach this gold standard, it is critical that your call center is staffed properly. With products like TRACK Pulse, you can view your [...]

30 06, 2016

Understanding Agent Occupancy

2016-06-30T14:33:25+00:00Call Center|

When your agents are logged in available to take calls, it’s good to know how much time they’re spending doing in-call related work. The metric is referred to as “occupancy rate”. In our previous blog, we defined occupancy rate as the amount of time agents are on live calls as well as completing work associated with that call. For example, if an agent is on a call for 30 minutes with a customer, spends 5 minutes on hold and 10 minutes in wrap up, that agent spent 45 minutes doing work with a single call. Say in a typical 8 [...]