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Article : Metrics in the Multi-Channel Contact Center

We wanted to know if operating a multi-channel contact center affects First Contact Resolution or other metrics, and if so, then what metrics and measurements are used for each channel – and where better to get that information but from industry professionals.

Sarah-Jane Heber-Hall
Operations Director
Computertel Ltd.
United Kingdom

"Yes, I think that the different modes of communication allow more information to be gleaned to help with better, more relevant service delivery that matches the client's needs. It is however important to define time limits for pick-up/collection times and response times for secondary communications, which helps retain customer expectations and deliver excellent service."

 
Suchita Sani
Deputy Manager Training
Accenture India
India

"AHT, Quality of Service, CSAT, Response time"
About Accenture India

Accenture is a global management consulting, technology services and outsourcing company. Accenture collaborates with its clients to help them become high-performance businesses and governments. With... (read more)
 
M Vos
Customer Operations Manager
Cendris
Netherlands

"FCR we make rapports to see if it works, investigation client satisfaction"

 
Bruce Middendorf
Global Support Manager
Infor
United States

"Yes, FCR, days to close"
About Infor

Infor is a privately held U.S. software company that specializes in enterprise software ranging from financial systems and resource planning to supply chain and customer relationships.
 
Glyn Roberts
Consultant
United Kingdom

"Yes! ....Multi-Channel support helps segregate the options and try to help customer options , but can equally cause frustration with the customer as they just prefer to call by phone. FCR can increase and also offer false stats as all they really are doing is pushing contacts through the other option. Muti-Cahnnel contact is fine providing the cstomer audience is happy with the options."

 
Karen Wenborn
Contact Centre Manager
Screwfix Direct Ltd
United Kingdom

"FCR, abandoned rate, GOS,SLA's for each back office dept, ditto orders of all types.
Email response times, query call back times."
About Screwfix Direct Ltd

Screwfix Direct Limited operates as an online supplier of trade tools, fixings and accessories, and hardware products in the United Kingdom. Screwfix is the UK's supplier of tools, accessories and har... (read more)
 
Ertugrul Bayrakci
It Development Manager
Türk Ekonomi Bankası (TEB)
Turkey

"Yes. Number of incoming request, resource availability, SLA and many other metrics can be measurable."
About Türk Ekonomi Bankası (TEB)

Türk Ekonomi Bankası (TEB), a financial institution in the Turkish banking sector, started its banking activities in 1927. With its ever-expanding branch network and wide range of products and ser... (read more)
 
Catherine Bouillon
Architect
AMADEUS FRANCE
France

"We have always use electronic contacts in 2nd level HD so I can't see impact. We are just trying to deploy electronic contacts to 1st level - not enough data yet to see impact"
About AMADEUS FRANCE

Amadeus India Private Limited, ISO 9001:2008 certified, wholly owned by Bird Group, one of India 19s largest travel conglomerates, has been a pioneer in providing a global platform to the Indian Trave... (read more)
 
Irfan Habib
Business Development Manager
Redwood Technologies Ltd.
United Kingdom

"Yes, the customer service and experience is improved as customers can make contact using the channel of their choice. This also improves the response rates."

 
Sandesh Ramsamoojh
Manager
Hollard
South Africa

"yes, FCR is improved, for voice channels the normal service level and abandon rates"
About Hollard

Specialties: Funeral insurance Life insurance Hospital Cash Back Plan insurance Motor Xtender vehicle warranty insurance Pay As You Drive usage-based car insurance Motor and Household insurance Partne... (read more)
 
David Freund
Director - Customer Service
Exent Technologies
United States

"chat has the best FCR - over 90%
email - 50%"

 
Jahan Zeb Khan
Head of Customer Service
Wateen Telecom
Pakistan

"First call resolution is one element and dimension that is affected. But since the technologies are all different, the threshold and parameters are also variant. Quality of service and QA parameters also are imperative."
About Wateen Telecom

Wateen Telecom, a Pakistani telecommunication company based in Lahore, offer a complete range of carrier class telecom and multimedia services like fixed wireless and line telephony, 'always-on' broad... (read more)
 
Moira Marshall
Call Center - Manager
ICAS SA
South Africa

"Yes - any channel which requires that a client be called back runs the risk of the client not being reachable at that time. Alternative measures need to be implemented to monitor the success rate of these contacts. E-mail contact is time consuming and requires a fair amount of back and forth contact."

 
David Jones
Operations Manager
Frontline Telephone Answering Service
United Kingdom

"We found an application that keeps the communication response and resolution times within our KPIs"

 
Donald Gillis
Product Manager
DSS Corporation
United States

"Not in general. Constant review and proactive management of the incoming messaging"

 
Melissa Booth
President
United States

"It has improved it overall although some customer simply have a new avenue to abuse."

 
Kobus Senekal
System Manager - Communications
Telesure Investment Holdings
South Africa

"My believe is that it will enhanse first contact resolution, although I have noting to proof it at this stage."

 
Aneeq Hashmi
Team Lead
Pronexus Inc.
Canada

"Yes it does. The more channels for communication there are, the more chances for Agents to be deluged with queries and hence miss SLAs and not be able to ensure solid FCR averages"
About Pronexus Inc.

Pronexus is the creative force behind VBVoice, recognized as one of the most seasoned and powerful IVR development toolkits available today. After 20 years of consistent innovation and technological a... (read more)
 
Kathy Perry
Project Manager - Contact Centers
California State Compensation Insurance Fund
United States

"Multi-channel does not affect FCR at this point as agents are delivered contacts simultaneously, however voice calls take precedence."

 
Paven Bratch
Global Minacs Marketing Solutions Leader
Concentrix
United States

"Yes, on two fronts. The better the view of the customer, the more likely that resolution will be obtained during the first contact. Analyzing, segmenting and scoring customer data allows for more personalized communication and a range of resolution steps. Delivering communications in the medium preferred by the customer also increases likelihood of resolution."
About Concentrix

The global leader in customer management, billing and HR services, providing outsourcing, services, consulting and software solutions to leading companies around the world.
 
Susan Reisinger
Operations Manager
United States Navy
United States

"We use the same metrics for each channel"
About United States Navy

Founded in 1975, AMERICAN SYSTEMS is one of the largest employee-owned companies in the United States, with approximately 1,500 employees nationwide. Based in the Washington, D.C., suburb of Chantilly... (read more)
 
Darwin Taylor
Help Desk Analyst/Consultant
Pierce County Information Services Department
United States

"It can. We do identify the channel in our records, but do not distinguish these in the metrics."

 
Ted Cart
Consulting Director
Acuative
United States

"First Contact Resolution is on of the metics, as is the increasing requirement to drive new source of revenue through the interaction channels. Will conserving costsis critical in these difficult economic times, clients are looking for opportunities to increase revnues on a percontact basis."

 
Derek Hines
Ceo
Canada

"Yes. Account/order numbers is collected for each contact type, then cross matched to all data sets to determine frequency of contact per issue."

 
Karen Freeman
Assistant Director, Customer Service
American College of Healthcare Executives
United States

"Absolutely it afftects our FCR metric but basically, it's the same. Is the affiliate contacting us back for the same issue, no matter what channel they use; we measure the contact."

 
Ian Woolley
Head Of Support
CFP Software
United Kingdom

"Calls tend to be moved to call management software package and then assessed via here. Staff are assessed on incoming calls they resolve in one issue, and total call reolutions, any that are logged will go against total call resolutions only."

 
Victoria Gonzales
Manager, Quality Excellence
Canada Post
Canada

"absolutely. Similar metrics for both email and telephone channels with agents' span of control taken into consideration when measuring FCR. In addition to internal agent performance evaluations we also leverage FCR customer surveys to help us understand if we've addressed the customer issues from the customers' perspective."
About Canada Post

Canadian Postal Services
 
Raul Urrizaga
Call Center - Ceo
Pharus
Argentina

"The idea is to implement aditional channels to improve FCR."

 
P-O Karemar
Developer processes
Botkyrka kommun
Sweden

"we work in an organization where people arrive from many contries. We have 90 laguages in skool. 48 % of 82 000 persons comes from other contries. We have support from 500 translaters to leave and reach them whith informations"

 
Terry Follmer
Trainer
IPower Inc.
United States

"It could, especially if multi-channels are used, repeated contacts, for a single problem.
Metrics are somewhat consistent across channels, but reported separately.

Messages Received
Messages Responded
Messages Resolved

TOTAL # of Chats Received
TOTAL # of Chats Responded
Chats Abandoned
SL%
ABD%
Avg. Wait Time (sec)
Average Handle Time (sec)

Calls Received
Calls Answered
Calls Abandoned
SL% ( 45 s)
ABD%
ASA (sec)
AHT (sec)
MAX DELAY (min) - ANS"
About IPower Inc.

Founded in 2001, IPOWER has established itself as a leader in the web hosting industry, providing a comprehensive suite of online services for small and medium-sized businesses worldwide. Our custom c... (read more)
 
Chee-wai Ho
Business Analyst
SingTel
Singapore

"Yes. This is related to the response to Q4. Some channels are more suitable for collecting more and finer grain information."
About SingTel

Singapore Telecommunications Limited, commonly abbreviated as SingTel, is a Singapore telecommunications company
 
Siobhan Hanrahan
Quality Manager
Abtran
Ireland

"As identified above multi-channel does affect our overall FCR measurements. First Contact Resolution is very easily defineable for voice as 'the percentage of calls whose reason for calling was addressed and solved on the first contact into the contact center.' We currently measure FCR as follows:
Call statistic calculations (internal measure)
Call quality monitoring (internal determination)
Customer satisfaction surveys (external measure)
FCR is used by Abtran to improve our operational efficiency and also to find methods to drive down our costs. We would like to accurately measure across all of our channels in order to define whether or not the customer feels their issue has been resolved regardless of how they contact us."
About Abtran

Abtran is the largest indigenous business process outsourcer (BPO) in the Irish market. Established in 1997, the company is headquartered in Cork and currently employs in excess of 1,000 staff acr... (read more)
 
Gabriel Radut
Call Center - Manager
Telekom Romania
Romania

"Yes, at the begining the FCR, AHT and AWT (of course Service Level) are affected. For voice we are using the traditional ones and for e-mail we are using: no of presented e-mails, average waiting time, average response time, longest response time, no of e-mails put back in teh waiting queue"
About Telekom Romania

Romtelecom has evolved from a former state monopoly to a private company that is now connected to the sophisticated technology of this millennium.
The company offers its clients voice, data and bro... (read more)

 
Simon Creighton
Quality & Performance Manager
Concentrix Canada
Canada

"That would depend on how it is being used. In our case in some respects yes as dealing with back office order management and email communications can prevent (unwanted) call volumes."
About Concentrix Canada

Minacs is a business solutions company that partners with global corporations in the manufacturing, retail, telecom, technology, media and entertainment, banking, insurance, healthcare and public sect... (read more)
 
Sana Stephens
Director, Account Management
MPI
United States

"Voice and Email are the minimum requirements in my view, anything additional like chat or text is a bonus and nice to have for clients that prefer this type of communication type."

 


"Multi-channel currently tracks at a lower raw FCR, due to the types of incidents and service requests that come in via web and email. We are an IT Help Desk."

 
Sravana Kumar
Project Manager
Pepper Technologies
Singapore

"I reckon it does affect the FCR but not by much, rather we could use multichannel to improve the FCR. We are traditionally tied FCR to voice channel, this means we have a dialogue between customer and agent, this gives ample time and opportunity to achieve FCR.

I see that voice is slowly replaced by web chat, text chat, IM. These channels could definitely provide better FCR%, due to its dialogue presence, the issues or sorted out. In fact The new technologies like SMS, fax or other channels have less or 0 % dialogue presence that makes the FCR unachievable.

In the case, it is necessary that the mid-level management (with the assistance of top-level management) team should come up with a set that defines FCR for multiple channels.

In addition, as mentioned above, it is also important that the infrastructure is well built to avoid back and forth and reduction of FCR%."

 

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - User Queue Choice

Read today's tip or listen to it on podcast.

Published: Wednesday, February 10, 2010

Printer Friendly Version Printer friendly version

2020 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

3.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

4.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878
 

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