A well known mail order clothing firm has a large, in-house call centre to process many of their orders. A key component of their quality management system is the call statistics received for all incoming calls. They advertise only non geographic numbers and receive itemised call statistics for all customer calls
Each morning an itemised report of the previous day's calls is emailed through to the Call Centre Manager. The daily itemised call report shows:
This report can be fed directly into the call centre customer database. An accurate measurement of customer service can be obtained through the analysis of the call statistics. From these reports the manager can assess performance, key areas such as: calls answered, answer time, calls missed, calls receiving engaged tone and those whose call was unsuccessful but did not call back.
This detailed information can assist them to redistribute resource where necessary, identify possible staff training issues and even identify potential new clients to call back.
*Please note - To receive the callers telephone number, it is mandatory to complete a data protection form.
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Following the delayed implementation of changes to the 0870 and 0871 NGN ranges, originally due to be in place by 1st February 2008, Ofcom have now released their modified proposals. Read more »
Please Note - To ensure ITC provide our valued customers with the highest levels of service our minimum call threshold per client is 10,000 call minutes per month.