Waktu Panggilan atau Waktu Bicara
Definisi:
Waktu bicara mengacu pada lamanya waktu yang dihabiskan seorang agen saat berbicara dengan pelanggan melalui telepon selama panggilan berlangsung.
Unsur-unsur Utama:
Pengukuran: Dihitung berdasarkan total waktu yang dihabiskan untuk terlibat secara aktif dalam percakapan.
Indikator Kinerja: Digunakan untuk menilai produktivitas dan efektivitas agen.
Fokus pada Keterlibatan: Menekankan pentingnya interaksi langsung dengan pelanggan.
Mengapa Durasi Pembicaraan Penting:
Pemantauan durasi percakapan membantu organisasi mengoptimalkan kinerja agen, memastikan bahwa agen berinteraksi secara efektif dengan pelanggan, yang sangat penting untuk meningkatkan kepuasan pelanggan secara keseluruhan.
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