PollMill.com | Results: Survey of Discovery for the Call Center Industry

Please list the most appropriate answers. No Vendors please.

Training Coordinator for a cell phone company's call center employees
Vice President
I am the client...Vendor Relationship Manager. Thus, I have been a partner of Vendors and drove Contact Center performance for my company.
Dialler Manager
VP of sales for a US based Outsourced Call Center

conversion rate
Completion rate
ASA, AHT, % within Service Level, Ahrinkage, Occupancy
Calls presented, calls ABD, Agent ready mins, Agent Not Ready, Longest time waiting, Avg time waiting, avg call time by agent,HDI survey metrics
average handle time abandon rate customer satisfaction
Customer Satisfaction (post call and emailed based on CSR touching account), Adherence, First Contact Resolution, Service Level
Calls per hour, Occupancy (% of day on the phone or waiting for a call), Quality Monitors
FCR, AHT, Cost per Contact, Abandon Percentage, Occupancy, Conversion, ACW, ASA, ATT
Service Level, Abandon rate, Gross Margin, Average Speed of Answer, Quality percentage
CSAT - Company CSAT - Agent FCR CR Conversion RPC AHT Quality

Managers who really understand how to coach and motivate at home CSR's;
Estabslishing a Just Culture at the Service Desk and within the company.
If you havent contracted out the position, work place health and saftey liability for accidents at home, Insurance coverage
remote agent atrition, and thus the costs of replacement
hosted system support and change management

Today we use remote only for business continuity during outages\storms. We are seeking to expand.
As noted, we have not implemented a WFH program for our business as of yet. Thus, not able to answer a number of your questions.
we are 100% remote and growing....goals is 200 agents by year end