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Call Centers

STRATA7 Call Center Services.

Being unable to handle customer questions, concerns or problems in a timeframe that keeps customers happy is a problematic scenario for any call center today.  Call center managers, supervisors and agents need easy access to pertinent information to improve efficiency and address operational issues before they negatively impact revenue.

 

The features offered in the STRATA7 Call Center services give managers and supervisors the ability to gauge agent performance in relation to customers’ needs.  For example:

  • Average Hold Time

  • Abandon Rate

  • Average Wait Time

  • Missed

  • Calls to Voicemail

  • Talk Time

  • Speed of Answer/Response

  • Average Talk Time

  • Calls Handled/Forwarded

  • Agent Idle

  • Average After Call Work

         …. and more

All metrics are available in real-time or scheduled daily, weekly, and/or monthly as well as in customized graphical reports in real-time.

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STRATA7 for Call Centers

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