Page 4 - Contact Center Magazine.pdf
P. 4
Complaints
Web Chat Email
Registered
PTCL Web Chat Team handles 33k Handles
473k complaint s regist ered on chat s Mont hly !
41k Email handled on average on
mont hly basis!
mont hly basis!
At call center are objective is to Web chat allow allow users to Email is the primary means to offer
provide first call resolution ,however communicate real time using easily web-based assistance for your
majority of calls falls outside the accessible web interface customers when matters do not
ambit of call center agent.
require an immediate answer.
Low-cost, non-intrusive and
anywhere-anytime access are some
of the advantages of email-based
communications.
Calls Training Hours Talk Time
Evaluation PTCL Web Chat Team handles 33k generated
chat s Mont hly !
24K calls evaluat ed on mont hly 76k hours t alk t ime generat ed on
basis Call center has specific goal of mont hly basis!
improving capability ,productivity and
Call center has a strong quality performance through training Talk time is the time agent sen on
control system to maintain quality of call ,basically its every from hello to
calls. goodbye.Call center generates
enormous talk time for customer
facilitation
