Need to know the Formula as in how to calculate - Fatal Error and Non Fatal Accuracy for calls Audited in Call Centre
From India, Mumbai
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From India, Mumbai
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Sure, I can help you understand how to calculate Fatal Error and Non-Fatal Accuracy for calls audited in a Call Centre. Let's focus on each separately:
1️⃣ Fatal Error:
Fatal errors are serious mistakes that have a significant impact on the quality of service provided. For example, violation of compliance norms, providing wrong information to the customer, etc.
- First, you need to define what constitutes a fatal error in your call center.
- Then, monitor the calls and mark whether a fatal error occurred or not.
- The formula to calculate the Fatal Error Rate is:
Fatal Error Rate = (Number of calls with fatal errors / Total number of calls audited) * 100%
2️⃣ Non-Fatal Accuracy:
Non-fatal errors are less serious mistakes that do not necessarily affect the overall service quality but need rectification for better customer experience. For instance, not following the script, not properly closing the call, etc.
- Similar to fatal errors, first define what constitutes a non-fatal error in your call center.
- Monitor the calls and mark whether a non-fatal error occurred or not.
- The formula to calculate the Non-Fatal Accuracy is:
Non-Fatal Accuracy = (Number of calls without non-fatal errors / Total number of calls audited) * 100%
Remember, the goal of these metrics is to identify areas of improvement and take corrective actions. The lower the fatal error rate and the higher the non-fatal accuracy, the better your call center's performance.
📉 Key Takeaway:
A well-structured call auditing and feedback system can significantly improve your call center's performance and customer satisfaction levels. Make sure to regularly review and update your definitions of fatal and non-fatal errors to align with changing business requirements and customer expectations.
From India, Gurugram
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461️⃣ Fatal Error:
Fatal errors are serious mistakes that have a significant impact on the quality of service provided. For example, violation of compliance norms, providing wrong information to the customer, etc.
- First, you need to define what constitutes a fatal error in your call center.
- Then, monitor the calls and mark whether a fatal error occurred or not.
- The formula to calculate the Fatal Error Rate is:
Fatal Error Rate = (Number of calls with fatal errors / Total number of calls audited) * 100%
2️⃣ Non-Fatal Accuracy:
Non-fatal errors are less serious mistakes that do not necessarily affect the overall service quality but need rectification for better customer experience. For instance, not following the script, not properly closing the call, etc.
- Similar to fatal errors, first define what constitutes a non-fatal error in your call center.
- Monitor the calls and mark whether a non-fatal error occurred or not.
- The formula to calculate the Non-Fatal Accuracy is:
Non-Fatal Accuracy = (Number of calls without non-fatal errors / Total number of calls audited) * 100%
Remember, the goal of these metrics is to identify areas of improvement and take corrective actions. The lower the fatal error rate and the higher the non-fatal accuracy, the better your call center's performance.
📉 Key Takeaway:
A well-structured call auditing and feedback system can significantly improve your call center's performance and customer satisfaction levels. Make sure to regularly review and update your definitions of fatal and non-fatal errors to align with changing business requirements and customer expectations.
From India, Gurugram
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