Raytheon BBN Technologies

Managing caller experience is a proactive strategy to increase customer satisfaction, reduce costs, and improve center performance. It’s also an effective strategy to unify internal and external organizations around a common goal – serving your callers. But, what metrics should you track? And, how can you translate them into action?

Caller Experience Metrics

Caller experience metrics are those attributes that describe your callers' interactions from the moment they dial the last digit of your contact number until the moment they hang-up. A few examples include:

• Caller Invested Time (any and all IVR, queue & agent time)
• Unserved Callers (did not reach self-serve or an agent)
• Transfers Per Call

Of course, your caller's experience depends on their reason for contacting you. You may have self-service IVR applications for some call types, while other calls require transfer to a specialist. So, the first step to making caller experience metrics actionable is to break them down by the caller's reason for contact.

For example, the average Caller Invested Time for all balance inquiry calls in a week should not include much agent time if you have a balance self-service application. And, initial claim disputes should not have many agent transfers if your tier 1 agents are trained to handle disputes.

Personalized Dashboards

Managing caller experience requires participation from every part of the call center - including outsource partners and support groups. Each group needs visibility of how their role impacts the caller's experience. Personalized dashboards enable every group and management level to engage in caller experience data and to proactively manage their contribution to caller success.

The AVOKE® Call Browser provides a flexible and intuitive dashboard capability. You can add, delete and modify metric displays to fit your needs. Data updates continuously throughout the day as each call terminates. Metrics can be trended over time and broken down by call reason or other attributes. Dashboards can be shared by email or printed to include in weekly reports. And, custom dashboards are easy to configure for each support group, line-of-business, outsource partner, center location and management level.