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anglais vers allemand: DCF General field: Technique / Génie Detailed field: Télécommunications
Texte source - anglais The Data Collection Framework already provides massive savings in the call center. The goal of the first phase (implementation of Data Collectors as described in this document) was a reduction in Average Handling Time (AHT) by 30 seconds which has been achieved.
For the second phase (use of Data Collectors in IVR applications) a further reduction of an additional 30 seconds in AHT is expected as well as an overall reduction in the amount of calls by 5% since many calls can then be finalized in the IVR system without ever reaching a call center agent.
As more Data Collectors for systems beyond Aware and Mawis are added to the system, a further reduction in AHT of 50 seconds is expected as well as a further increase in FTR of 1%.
Finally, several positive side effects of using Data Collection are expected. This includes an increased customer satisfaction score as customers will experience an increased precision and a much shorter handling time when dealing with line errors.
The overall quality of line error handling in the call center will increase as customers will experience a shorter handling time and fewer call backs to the call center.
Traduction - allemand Das Data Collection Framework ermöglicht schon jetzt enorme Kosteneinsparungen im Call-Center. Das Ziel der ersten Phase (Einsatz der Data Collectors wie in diesem Dokument beschrieben) war die Reduktion der durchschnittlichen Bearbeitungszeit (Average Handling Time/ AHT) um eine halbe Minute und dies wurde erreicht.
In der zweiten Phase (Einsatz der Data Collectors in IVR-Applikationen) kann die Bearbeitungszeit (AHR) noch einmal um eine halbe Minute reduziert werden, und die Anzahl der Anrufe um insgesamt 5% vermindern, da viele Anrufe im IVR-System gelöst werden, ohne dass sie einen Call-Center Mitarbeiter erreichen.
Wenn noch mehr Data Collectors über Aware und Mawis hinaus im System eingesetzt werden, ist nochmals eine Verminderung der AHT um 50 Sekunden möglich, sowie eine weitere Steigerung der FTRs um 1 %.
Auch sind einige positive Nebeneffekte durch die Datenerfassung zu erwarten. Es ist sehr wahrscheinlich, dass die Kundenzufriedenheit gesteigert wird, da die Kunden genauere Lösungen bekommen und Störungen viel schneller bearbeitet werden können.
Die Qualität in der Behandlung von Störungen der Leitungen kann somit insgesamt im Call-Center gesteigert werden, da dies für die Kunden eine kürzere Bearbeitungszeit und weniger Anrufe im Call-Center bedeutet.
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Bachelor's degree - Fachhochschule Köln
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Années d'expérience en traduction : 21. Inscrit à ProZ.com : Sep 2009. Devenu membre en : Nov 2012.
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anglais vers allemand (TH Köln (formerly Cologne University of Applied Sciences / Fachhochschule Köln), verified) français vers allemand (TH Köln (formerly Cologne University of Applied Sciences / Fachhochschule Köln), verified)
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