Page 4 - Contact Center Magazine.pdf
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Complaints Registered Web Chat Email Handles
473k complaint s regist ered on PTCL Web Chat Team handles 33k 41k Email handled on average on
mont hly basis! chat s Mont hly ! 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 Evaluation Training Hours Talk Time generated
24K calls evaluat ed on mont hly PTCL Web Chat Team handles 33k 76k hours t alk t ime generat ed on
basis chat s Mont hly ! mont hly basis!
Call center has a strong quality Call center has specific goal of Talk time is the time agent sen on
control system to maintain quality of improving capability ,productivity and call ,basically its every from hello to
calls. performance through training goodbye.Call center generates
enormous talk time for customer
facilitation
