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08-12-2010, 08:18 AM
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Internal Transfer Rate
In an effort understand and improve FCR, I'm looking to collect some baseline data.
What is your internal transfer rate (calls answered by one CSR transferred to another)? What is the greatest challenge for transfers (Systems, Operations, Skill etc.)? Do you have a CTI application? What CRM do you use (inhouse or canned)? Thanks
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__________________________________________________ _ Greg Ilgner Director - Call Centre Operations T 905.461.2359 | F 905.670.5111 | C 416.303.4862 6345 Dixie Road, Suite 200, Mississauga, Ontario, L5T 2E6 E-mail gilgner@justenergy.com | Web www.justenergy.com 
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