What key metric can be expected to improve following the CTI implementation? Universal containers is implementing a CTI solution for its inbound service and support contact center. Currently the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering.
A. First call resolution B. Averages handle time. C. Abandon rate. D. Average days to close.
The first is B which is the average handle time and another answer is C. The abandon rate is known to be important because if there would be a lot of abandoned calls that the customers leave, this means that the agents are not picking up. There are a lot of customers who would find this as a reason to complain to the company.
This will reflect upon the company that their customer service is poor and they are not doing anything in order to provide what their customers need. The abandoned rate can be calculated by dividing the number of abandoned calls that were received and the number of inbound calls.