Customer Contact Centre
WHAT OUR CUSTOMER CONTACT CENTRE AGENTS OFFER?
CALL HANDLING METRICS
At Trident Processing services we pride ourselves on providing an optimum service to all customers who require our expertise. However, they are some key factors that may cause the level of performance to fluctuate. Those factors are:
This speaks to the number of unanswered calls. This represents those calls to the call centre that are not answered due to “no connection” to an agent.
AVERAGE CALL HANDLING TIME
This is usually expressed in seconds. It is the length of time an agent is on the call with the customer. This call handling time will vary from call to call depending on the nature and complexity of the caller's issue.
AVERAGE RESPONSE TIME
The average response time relates to the time spent engaging customers. This highlights whether agents are knowledgeable about the product or services being provided.
FIRST CALL RESOLUTION
This is usually expressed as a percentage of the number of issues resolved during that call and do not require either the customer to call back or an agent to make an outgoing call to the caller with additional information.
WHAT DO OUR CUSTOMER CONTACT CENTRE AGENTS POSSESS?
Our agents tend to go above and beyond their call of duy to satisfy all customer needs.