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Call Disposition (Term codes)

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by naveed

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I need some suggestions on what are the alternate ways to measure call center stats other than term codes. Or I guess more appropriately, how we can make term codes more effective measure of call center stats, e.g. how many customers called for which products and what was the average time taken by each agent for one particular action etc. can be measured only through term codes. Please suggest if you have better suggestions. Thanks.

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by steve

Naveed, What Dialer are you working with. At times you are able to export all of the data out of the logs and import it into Crystal. Generally this can be very expensive.. but doable. I have a few customer doing this.

You can always define the term codes however you want them. Are you looking for due diligance?

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