Average Speed of Answer (ASA) of calls: How do you track it?

If your business gets a lot of calls and you’re not using IVR now, you should really look into it. It lightens the load on your agents and allows your callers to direct themselves to the right place.

Grab the Contact Center Playbook, which breaks down everything you need to know, from setup to improving customer satisfaction—with examples from real contact center teams across different industries.

Make a habit of comparing your historical call forecast with the actual figures to see if they’re accurate. You have to do this regularly to make sure your forecasts stay accurate. If not, and if there is a pattern of deviation, then adjust your future forecasts to fit with any differences.

Again, it’s helpful to analyze your historical data here. It gives you a good idea of how to configure your routing, and while you can never predict 100% what your needs will be, there will be patterns that can help you get a good idea of what to do.

Incentives don’t need to cost your organization a lot of money! For some, it’s more about taking part and the fun of competing. A team building day where teams compete against each other can be a lot of fun!