Voicecom, a business unit of Ptek Holdings Inc., is utilizing a customer service performance analysis and reporting system to achieve an optimum balance between customer responsiveness and operational costs. Voicecom offers a suite of integrated communication solutions including voice messaging, interactive voice response services and unified messaging. These services support such applications as customer care, interpersonal messaging and enterprise communications for a variety of industries including financial services, healthcare, insurance and real estate. Voicecom's call center operates 24x7 to insure its clients receive the highest level of customer care possible.
The operational workhorse of the call center is an automatic call distribution (ACD) system that routes incoming calls to the appropriate help desk and manages call queues for customer care agents. The ACD system captures call-center activity statistics and stores them in a relational database at 15- minute intervals. These statistics are critical to understanding the customer's call-center experience and the ability of customer care agents to handle incoming calls. The data collected includes average call wait-in-queue time, average time spent talking with an agent, average call-hold time, issue- resolution codes and variety of other activity metrics.
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