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Alternatively, dissect averagehandletime for your agents’ phone conversations. If the majority of handletime for a particular issue is spent on “qualification” rather than “resolution” or “connection,” the issue is likely a simple transaction that does not benefit from a live agent conversation.
Promptness and efficient call handling are key to satisfying customer expectations, while excellent communication skills ensure clear and concise information delivery, minimizing frustration and increasing customerconfidence. This iterative approach helps in fine-tuning strategies for better results.
MaestroQA also offers a logic/keyword-based rules engine for classifying customer interactions based on other factors such as timing or process steps including metrics like AverageHandleTime (AHT), compliance or process checks, and SLA adherence.
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