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Heriadhi Waskitho
Quality Auditor
Ahmad Saefullah
Information System Planning And Administration
Mezy Fadhila
HSSE Supervisor
Diana Syahriyanti
Contact Center Departement Head
Jim Economou
Vice President, Patient Access Contact Centers

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."

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)

"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)
Melissa Booth
United States

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

Aneeq Hashmi
Team Lead
Pronexus Inc.

"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)

"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."

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)
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."

Terry Follmer
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
Avg. Wait Time (sec)
Average Handle Time (sec)

Calls Received
Calls Answered
Calls Abandoned
SL% ( 45 s)
ASA (sec)
AHT (sec)
MAX DELAY (min) - ANS"

Sana Stephens
Director, Account Management
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."


About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
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Today's Tip of the Day - Service Standards

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

Published: Wednesday, February 10, 2010

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2024 Buyers Guide Employee Engagement Solutions

Typical Problem!

In-house surveys can be time consuming, cumbersome at best and many staff often don't provide valid feedback as they fear ‘being too honest' with their employer for fear of retribution.

Even some 3rd party ‘managed' surveys can be challenging, costly and then there is no benchmark or significant value other than ‘managed by a 3rd party' approach, which leads to the problem of validity of data, security and integrity plus costs and time required by you.

The Solution!

TopPlace2Work is an easy to use program that allows you to gather valuable data on employee morale and engagement.

Motivarnos helps your efforts in managing a constant recognition system that includes trivias, badges and competition elements that drives performance appraisal while agents have an encouraging environment.



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