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Forecasting your Call Centre's real demands with a SpitFire® Predictive or Auto Dialer.

Products used to manage in a Call Centre Environment.

Call centre performance

There are many standard traffic measurements (performance metrics) that can be performed on a call centre to determine its performance levels. However, the most important performance measures are:

  • The average delay a caller may experience whilst waiting in a queue
  • The mean conversation time, otherwise referred to as Average Talk Time (ATT)
  • The mean dealing time, otherwise referred to as Average Handling Time (equal to ATT plus wrap up and/or hold time)
  • The percentage of calls answered within a determined time frame (referred to as a Service Level or SL%)
  • The number of calls / inquiries per hour an agent handles (CPH or IPH).
  • The amount of time spent while an agent processes customer requests while not speaking to a customer (referred to as Not Ready time or NR)
  • The percentage of calls which completely resolve the customer's issue (if the customer does not call back about the same problem for a certain period of time, it is considered a successful resolution).
  • Quality Assurance monitored by a quality assurance (QA) team.
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To help you plan your Call Centre and Manage it properly we have designed a "Call Tracking Sheet" available for you to use. Simply download it, unzip it with WinZip, open it with the Acrobat reader and print it to any company printer. You can fill out the information manually.

Sample Tracking Sheet:
Sample tracking Sheet

Around the world, there are a number of professional organizations forming to develop and promote call center best practice management and operation, to overcome the negative aspects of a call center. To setup your call center from 1 to over 10,00 seats get a SpitFire® installed today.

Tracking sheet 2

Talk live via our text chat popup window right now about your Call Centre management issues with Steve, Mike or Jim at OPC. Or fill out this important form, and then we will schedule a complete demo on how this SpitFire® Dialer is easy and convenient to use. So easy, a 10 year old can do it. SpitFire® the Dialer system that more Call Centre professionals Trust than any other brand.

Let's Talk. I'll blow the lid off of anything you've seen before. Thanks for looking.

Agent Productivity Chart

The SpitFire® AutoDialer from OPC Marketing is a popularly-priced Automatic Dialing. Broadcast and Notification system for any Department that handles any type of Marketing, Sales or Outbound Emergency Call. Check out this list.

You'll be asking yourself why did it take me so long to find this amazing device. How did we do business without it before? Are You Ready To Make The Call?

Let's Talk.

-- Mike Henochowicz
OPC's President

& Co-Founder of COMPUSA,
the "Computer SuperStore".

Mike Henochowicz


  

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