A multitude of features to make life easie

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one type of request to another). Useful to identifytreatment difficulties encountered by agents or to know which agents are themost effective. Percentage of unanswered calls The rate of calls that your callcenter simply cannot handle. Ideally, this figure is as low as possible: itcorresponds to situations where, sometimes after a long wait, the customer isinvited to renew their call later, because no agent is available within areasonable time. A high percentage of unanswered calls is often linked to decliningretention, as it represents a negative experience for customers. Agent turnoverrate This KPI corresponds to the number of agent departures compared to thenumber of recruitments. High turnover is often linked to low quality in a callcenter. It can indicate

a problem with employee satisfaction, shortcomings in theconditions offered or  Chinese Malaysia Phone Number List even insufficient training leading to a significantnumber of departures. This is a very useful KPI, because agent retention isparticularly important, both for the quality of your service and for yourlong-term revenue. Average response time This KPI allows you to measure yourcustomers' wait time (often a major source of frustration), but also toidentify key opportunities for improvement in certain areas, such asinsufficient tools or recruitment. Particularly useful in industries wherecustomers need the quickest response possible, such as healthcare or travelbooking platforms. Quality monitoring with Zendesk In addition to r for your call

centers, Zendesk Talk includes numerous tools to help youanalyze the quality of your service, easily and accurately. View your data inreal time : Access your KPI data in real time, set up alerts if SLAs are notmet, and set up automated routing systems. Generate detailed reports : Createcomprehensive reports, periodic or one-off, for a 360° view of the quality ofyour call centers. With dashboards and reports, refine your strategy over timeand compare the quality of your phone service with that of your other channels.Keep track of your calls : with users' consent, record your calls to analyzeyour quality and use the conversations in your training. Your data and that ofyour customers are protected by the strictest standards in the sector .The ITDilemma: