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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.

This question is part of Service Cloud Deck 1
Asked by Mandrake, Last updated: Feb 22, 2020

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3 Answers

M. Krasinski

M. Krasinski, Content Writer, Columbus

Answered Oct 04, 2018

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.

 

John Adney

John Adney

Answered May 23, 2017

I don't think that is correct. I believe the correct answer is:
A. First call resolution
B. Average handle time

I know many of the quizlets online suggest the same answer but I think that is incorrect
 1

Gol

Gol

Replied on Apr 08, 2018

Abandon rate is an important factor if they are going to get more calls and that ensures that agents answer the call when they are available.

John Smith

John Smith

Answered Jan 09, 2017

Averages handle time.
Abandon rate.
 

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