A New Evaluation Method for Call Rating in Contact Center

Avdagić-Golub, Elma; Goran, Nermin; Memić, Belma; Begovic, Muhamed; Karahodža, Bakir

doi:10.1109/telfor56187.2022.9983674

2022 30th Telecommunications Forum (TELFOR) 2022

DOI: 10.1109/telfor56187.2022.9983674

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A New Evaluation Method for Call Rating in Contact Center

Elma Avdagić-Golub

Nermin Goran

Belma Memić

et al.

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2023

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Call rating based on objective data extraction

Avdagić-Golub,

Goran,

Karahodža

et al. 2023

Telfor J

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Interaction channels are special opportunities to improve customer satisfaction by offering a consistent problem-solving experience. Contact center employees are the link between the company and the customer. They are responsible for maintaining an appropriate relationship between the company and the customer. So, they are personally responsible for the customer experience. In this paper, we present an objective evaluation method for evaluating customer-agent interaction, i.e., evaluating the effectiveness of the realization of customer requests from calls. The evaluation method is automatic and does not depend on the relationship between the call center manager and the employees. The motivation for evaluating calls stems from the key performance characteristics of a contact center, of which we particularly emphasize service time, first call resolution, handling time, and others.

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Call rating based on objective data extraction

Avdagić-Golub,

Goran,

Karahodža

et al. 2023

Telfor J

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A New Evaluation Method for Call Rating in Contact Center

Cited by 1 publication

References 8 publications

Call rating based on objective data extraction

Call rating based on objective data extraction

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