Technology Components of a Contact Center

Study Notes

Technology Components of a Contact Center

ACD/PBX: System for distributing incoming calls to agents based on predefined business rules, optimizing call handling.
IVR: Automated answering service that collects customer information for transactions before connecting to an agent, enhancing efficiency.
Outbound Dialer: Additional telephone system integrated with ACD/PBX to automatically dial customer contacts as part of marketing and tele-sales campaigns.
CTI: Connects various tools in the contact center, enabling information sharing and agent desktop applications through features like screen pops for real-time data presentation.
Quality Management Systems: Monitors customer interactions to gather insights on behavior and agent effectiveness, aiding in the evaluation and training of agents.
CRM: Comprehensive database of customer information that agents utilize during interactions to improve service quality and customer satisfaction.
Workforce Management: Software for forecasting workload and effectively scheduling agents, integrating with training systems and routing engines to manage skill levels and adherence.
Reporting: Tool for generating analytics and performance reports for management, covering statistics related to queues, agents, skill levels, and IVR performance.
Wallboards: Large display screens that present key metrics, alerts, and messages, providing real-time updates on contact center performance.
Knowledge Management System: Database that provides agents with product information, troubleshooting steps, and training materials in multiple formats, including text and video.

Key Metrics in a Contact Center

Average Speed of Answer (ASA): Measures the time it takes for an agent to answer a call, including the customer's wait time in the queue; expressed in seconds.
Average Handling Time (AHT): Reflects the total time the agent spends assisting a customer, incorporating the interaction duration and any follow-up work; measured in seconds.
Average Hold Time: Indicates the duration a customer is placed on hold during an interaction without counting the initial queue time; also measured in seconds.
First Contact Resolution: Represents the percentage of customer queries resolved in a single interaction, serving as an important indicator of service quality and effectiveness.
Service Levels: Defines the percentage of customer inquiries addressed within a pre-established timeframe; calculations may vary across organizations.
Abandon Rate: The rate at which callers disconnect from the queue before being connected to an agent, indicating potential issues with wait times.
Customer Satisfaction: Gauges the percentage of customers who report satisfaction with their service experience, typically assessed through surveys.
Net Promoter Score (NPS): A metric derived from asking customers if they would recommend the service to others, often a reliable indicator of overall satisfaction.
Self Service Rate: Measures the percentage of calls resolved through automated self-service options, such as IVR systems.
Average Length of Call: Calculates the mean duration of active calls with clients, excluding any subsequent administrative tasks or documentation.