A metric that monitors the quality of service that customers are receiving by counting the number of times their issues got resolved on the first point of contact.

Where calls are held until an Agent is available to answer.

The element of non-verbal communication that expresses feeling or emotion.

A call to a call center that ends before any communication takes place.

Another name for menu selection. These would be messages, questions, or options presented to the caller that are used to direct or process the call.

The ability to recognize and relate to the emotions of others.

This is measured right from the time an agent begins the interaction with the customer, including the hold time, talk time and related tasks that follow the entire transaction.

It asks customers to press the buttons on their telephone keypad to select which service they want then routes the call to the most appropriate agent.

Periods of silence during a telephone interaction.

The particular point in time which shows the call center agent’s activity,

The time that customers are told to wait before they can speak to an agent.

A form of non-verbal communication that impacts message delivery.

The time taken by an agent to complete any transactions or work for a customer after the call has ended.

Measures the percentage of all patients who were satisfied with the services they received which is the result of surveys.

A statement that lets the caller know that you need to gather more information.