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Welcome to Hiconnect your Customer Services Solutions
It means the average of times your agents are spending on calls, the shorter your call center AHT is, the more quickly your customers’ queries are resolved.
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This KPI refers to the number of abandoned calls a call center records in a given amount of time, such as a month
This is a measure of how quickly your agents are able to provide solutions to customer issues
This KPI is all about measuring how happy your customers are with the service they’ve been given.
This measures the Customers’ average time in queue it is usually an easy metric to analyze. Shorter is always better, no exceptions; nobody likes longer wait times.
After call work time (AWT) is the term for how long it takes agents to process calls notes between calls.
This KPI measures how often a customer’s query is resolved the first time they reach out to your call center team, which is why it’s also referred to as ‘first contact resolution’.
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HI-Connect provides the highest quality of contact centers services for its customers based on the lasts voice and digital platforms in industry to meet the needs and requirements of our clients