3 indicadores de Call Center para destacar seu atendimento!

O que são os indicadores de Call Center?

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Os indicadores de Call Center

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1 - Tempo Médio de Atendimento (TMA)

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2 - Tempo Médio de Espera (TME)

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3 - Tempo Médio de Operacional (TMO)

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Por que melhorar as métricas de atendimento?

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Como melhorar?

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Opte por uma Base de Conhecimento!

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Conheça a Base de Conhecimento da MMCafé!

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3 indicadores de Call Center para destacar seu atendimento!

O que são os indicadores de Call Center?

Os indicadores de call center são ferramentas que ajudam a mensurar a qualidade do seu atendimento e o nível de satisfação dos clientes.

Os indicadores de Call Center

Se atentar aos principais indicadores é o que te dará noção do que deve melhorar e com qual urgência. Por isso, fique com esses 3 principais indicadores de Call Center!

1 - Tempo Médio de Atendimento (TMA)

Este indicador avalia a produtividade da equipe de Call Center, levando em conta o tempo necessário para fazer o atendimento de cada cliente.

2 - Tempo Médio de Espera (TME)

O TME indica o tempo total que o cliente esperou até ser atendido. Com ele, é possível organizar o tamanho da equipe para atender em horários de pico.

3 - Tempo Médio de Operacional (TMO)

O TMO calcula o tempo em que o colaborador preenche as informações pós- atendimento, que determinam o fim de um atendimento para iniciar um novo.

Por que melhorar as métricas de atendimento?

Essas métricas formam 3 pilares: tempo, produtividade e efetividade. Aumentar o nível de satisfação dos clientes é o principal para destacar o seu negócio.

Como melhorar?

Em primeiro lugar, o tempo está relacionado à agilidade do colaborador. Para isso, ele precisa ter acesso às informações certas de forma rápida.

Opte por uma Base de Conhecimento!

Uma base de conhecimento é ideal para uma Central de Atendimento inteligente. Nela, você concentra as informações de atendimento e acompanha métricas de forma simples.

Conheça a Base de Conhecimento da MMCafé!

A Base de Conhecimento MMCafé foi pensada e desenvolvida para aumentar a produtividade, reduzir tempos e custos no atendimento. Faça uma demonstração gratuita conosco!