Call Centre Services

In addition to introducing quality, measuring it is also important. For this purpose, we measure Average Handling Time (AHT), which is the total duration a call center agent spends while interacting with a customer. We also focus on talk time, hold time, and after-call work. The nest quality metric is the First Call Resolution (FCR), by which we measure the percentage of customer inquiries resolved during the initial interaction. It minimises the need for dialing follow-up calls. Like this, Customer Satisfaction (CSAT) is also vital, which helps us in measuring the satisfaction level of customers after their communication with our call representatives. In addition, we emphasize reducing Abandonment Rate, which refers to the percentage of callers who disconnect before connecting with an agent. It helps in discovering & addressing the potential issues causing long waiting times or routing systems. Other critical metrics include Call Quality Score, Agent Adherence, Average Speed of Answer (ASA), Customer Retention Rate, and Net Promoter Score (NPS). These all prove vital for assessing and improving call center performance and customer experience for us.

Continuous and transparent communication directs you towards the success, especially when it is to assist your customers. We frequently connect and discuss with our customers to facilitate prompt approvals, updates, and delivery of support services. This practice saves valuable time and prevent resources from being used on unapproved support solutions. In addition, our team prioritises responsiveness, which many customers appreciate as it helps clients to remain well- informed at every stage. Furthermore, our call centre support is affordable, as we provide high- quality services at competitive pricing options.

At our company, privacy and data security are our priorities. We strictly follow regulations meant for data privacy like GDPR. By this mean, we ensure the safety of sensitive information such as contact details and profiles. Moreover, we always follow ethical protocols while implementing robust security measures, such as encryption, authentication, and safeguarding firewalls to protect customer data. With our secure IT infrastructure and comprehensive data protection practices in place, our customers stay assured that their customer support operations are in the right hands.

Connect with our call centre consulting team to personally discuss your customer support goals. We, at Multitech IT, provide end-to-end call centre services with security and quality assurance. Send an inquiry for further details.