The best way to manage inbound calls
A process-first approach is the best way to manage inbound calls and chats.
In our benchmarking, we’ve found that contact centers with the same toolsets and traffic profiles can have a huge difference in their CX metrics.
So I always encourage people to have a process-first approach where you:
– determine which metric you want to improve (CSAT, NPS, etc.),
– find out which processes affect that metric,
– create the new process, and then
– set up the technology/automation solutions around it.
Only 20% of contact centers operate at ~85% answer rate in 60 seconds.
If you approach it the right way, there’s nothing stopping you from getting there and beyond.