First Call Resolution

RCN Deploys IBBS' Advanced BBX Diagnostics Platform to Enhance Customer Care ...

ATLANTA & PRINCETON, N.J.--( BUSINESS WIRE )--IBBS, the leading provider of voice and data services for Tier 2 and 3 broadband providers, today announced that RCN, the 12th largest residential and business cable system operator in the U.S., has launched IBBS’ Broadband Explorer (BBX) Diagnostics platform to support its customer care and technical operations. The system has been deployed into RCN's two major call centers giving customer care, tech ops and dispatch personnel streamlined tools and deeper insight into network operations.

RCN selected the IBBS platform for its simplified interface that gives RCN agents a single system from which to perform a variety of customer care functions in serving its 325,000 broadband customers. The BBX platform provides a rich data stream that is easily accessed from a series of integrated, color-coded screens. The platform seamlessly integrates customer data, customer equipment performance data, network metrics and other vital information that allows agents to quickly analyze data, perform diagnostics and reach resolution.

Before launching the BBX tool, RCN agents relied upon a number of systems and screens that resulted in call handling inefficiencies. Agents were required to toggle between platforms and screens which required some manual synthesis of customer data.

“Deployment of the IBBS BBX Diagnostics platform provides RCN agents with superb functionality and will have a far-reaching, positive impact on our operations,” said Jim Holanda, RCN chief executive officer. “Most importantly, this tool will contribute to improved customer satisfaction as we’ll be able to more quickly troubleshoot and reach resolution via a succinct toolset. As a competitive broadband provider, we know that the customer experience, along with a strong bundle of services, is a key differentiator. IBBS BBX will help us to achieve our mission."

Several members of the RCN management team who had prior experience with BBX realized significant value from the platform. Their first-hand experience with BBX's capabilities led them to introduce and integrate the platform into RCN call center operations.

Metrics Map For A Call Center's Performance On Its Way To The Top

Metrics maps need not be maps in the literal sense. Going beyond what these words mean, you would be able to find out that it is a way for management to perform their tasks well by setting goals that employees have to meet. It is simply mapping out a course of action needed to ensure an organization's maximum level of performance by showing the specific direction they are aiming at. What should this document feature? Below is the top seven call center metrics and what they mean in the organization.

* Abandon Rate.

Call abandonment rate is the number of calls that are hung up before the agent was able to answer. This sometimes is the basis of how fast agents answer calls. The faster the call is answered, the lower the abandon rate. It is critical to observe abandon rate, as unanswered calls mean lost opportunities and this reflects poorly on customer service. Additionally, it may also lead to a higher call volume, as customers who are unable to get through the first time may call over and over again until they are able to reach an agent.

* Average Talk Time, After Call Work, and Average Handle Time.

Average talk time refers to the time spent by an agent talking to the customer while after call work is the time spent in documenting the call after the customer hangs up. Average handle time is the combination of both. Most call centers emphasize the need to lower AHT because a higher AHT implies increase in cost.

* Adherence, Attendance, and Punctuality.

Adherence simply refers to how an agent adheres to his or her schedule. The higher schedule adherence is, the more productive the agent appears, as 'schedule' in schedule adherence refers to the time an agent is supposed to be on phone doing the job. Attendance, on the other hand, refers to an agent showing up for work on set scheduled days. Punctuality refers to an agent showing up on time for the shift. It is a challenge for most call centers to achieve good performance in these aspects so incentives are often given to those who are able to meet these metrics.

* First Call Resolution (FCR).

This metric refers to customer issues resolved the first time the customer calls. This is important, as it most of the time equates to customer satisfaction.

* Cost per Call.

Calculated in this way: Calls per hour/Agent's hourly wage.

* Turnover.

Turnover can either be positive or negative, depending on who leaves. If it is a poor performer terminated from service, it is considered positive. However, if a good performer leaves, this is considered negative.

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