Call Center Best Practices: Part 3 Call Handling Processes Cheat Sheet By Jeff Rumburg Managing Partner In part three of MetricNet’s cheat-sheet series, we’ve identified some of the more common best practices in Call Handling Processes. Best demonstrated practices include standardization, call volume management, measurement management, continuous improvement and customer-centricity. Cause-and-effect relationships are then measured by influence on KPIs such as cost per call, customer satisfaction, agent utilization, first call resolution, call quality, handle time, agent turnover and business effectiveness. Let’s take a look at five best practices in call handling processes in more detail. To continue reading, you must become a member. Membership is free and sign-up only takes a moment. Click the sign-up button below, complete the short form and checkout. No credit card is required and your membership never expires! Sign Up Already a member? Login
