Your company Average Operating Time, better known by the acronym TMO, is an important performance indicator for call centers.
It is through this indicator that you can analyze the average time invested in customer service via phone calls.
The average is calculated by adding up all the service time, from when the operator receives the call until the moment it is finished.
Cxpress performs this calculation automatically
through Voice Analytics .
Whether in sales, customer success or support, making whatsapp number database decisions based on understanding real data is always a good path to growth and improvement.
Therefore, in this article we will explain what TMO is and how it can interact with other metrics to improve your telephone exchange.
What is BMT?
With Average Operational Time you can fintech seo tactics to increase traffic and gain more customers evaluate how much time your agents spend on each call and, therefore, assess whether they are adopting the correct strategy or not.
However, TMO is a metric that works much better when used with others that Cxpress Voice Analytics offers.
For example, by comparing the TMO average with the average customer satisfaction level, you know whether operators are acting correctly in their approaches.
In general terms, TMO allows hong kong lists managers to understand whether the team is acting correctly and, if not, to adopt new strategies.
How important are metrics like TMO?
Cxpress Voice Analytics delivers a series of “ Key Performance Indicators ” (KPIs).
Combined KPIs provide a series of insights for managers, who can design the best path to success for an operation such as a call center.
There are several KPIs available:
Average Waiting Time (AWT)
With Average Waiting Time, it is possible to observe the time a customer is waiting in the queue before being able to reach human service.
If this time is high, other KPIs can show the reasons, as well as how to solve it.
2 – Average Service Time (AST)
TMA evaluates the average response time of the operator. your company How long does it take for a telephone operator to solve a problem?
With this, you can look at each case individually and take the best experiences to train the team.
What’s more: compared to TMO, a manager can see how much time an operator takes between one call and another.
Call volume
This metric is interesting and powerful. It measures how many calls were received, missed, and records the entire flow, including calls made.
It can be crucial for a manager to be more assertive in your company the number of agents needed to make a call center work efficiently, avoiding bottlenecks, overloads and long waiting lines.
Call volume is one of the most important metrics because it helps you anticipate problems.
Operator occupancy rate
The logic of the occupancy rate is similar to that of call volume.
However, it calculates how busy its employees are in customer service, according to the total hours worked.
In this case, lunch time, rest breaks, etc. are excluded. This feature is ideal for those who need to manage teams remotely.
With Cxpress you can analyze your brand’s telephony metrics and gain insight into customer service performance.
Find out which extensions are most used, what the greatest demands are, when consumers hang up and much more.
This will allow your brand to use data to make your company decisions and improve customer service.
Want to know more? Contact us now and speak to one of our experts.