Best Practices in Call Handling Processes
Call Center Best Practices: Part 3
Call Handling Processes Cheat Sheet
By Jeff Rumburg
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.