Innovation and Quality is dedicated to the discussion of the best current practices to delver the best Customer Experience for businesses and organizations. REVENUE GROWTH ... from delighting your Customers CUSTOMER-VALUED INNOVATION ... to delight your Customers CUSTOMER-FOCUSED QUALITY ... to delight your Customers, and ENGAGING THE ENTIRE COMPANY... to delight your Customers
Bill Robinson has more than thirty years of experience in business leadership and corporate performance improvement. For many years, Bill was Vice President of Innovation and Quality for Bell Labs. Other leadership positions Bill has held include Vice President of Quality and General Manager of EasyLink Services Corporation and President of Innovation and Quality Solutions. Bill is currently Distinguished Professor of Systems Engineering at Stevens Institute of Technology where he was previously the Director of Systems Engineering. http://www.linkedin.com/in/iqsolutions
Typical Call Center ‘Quality’ Measures and Goals
• Average speed of answer: <10 seconds
• Abandoned call rate: <2%
• Busy rate: <1%
• Queue wait time: <60 seconds
• On hold wait time: <10 seconds
• First Call Length: <5 minutes
• First call resolution: >90%, no transfers
• Calls monitored: >10 calls per month per CSR
• …
But, are these Good Enough?
What do you Customers’ REALLY Expect? … How do you know?
posted by Bill Robinson | 7:12 AM
<< Home