mean time between calls

简明释义

呼叫平均间隔时间

英英释义

例句

1.The customer service team aims to reduce the mean time between calls to improve efficiency.

客服团队旨在减少每次通话之间的平均时间以提高效率。

2.A lower mean time between calls indicates better response times for our clients.

较低的每次通话之间的平均时间表明我们对客户的响应时间更好。

3.We need to track the mean time between calls to manage our resources effectively.

我们需要跟踪每次通话之间的平均时间以有效管理我们的资源。

4.By analyzing the mean time between calls, we can identify peak hours for support.

通过分析每次通话之间的平均时间，我们可以识别支持的高峰时段。

5.The management team is reviewing the mean time between calls to assess staff performance.

管理团队正在审查每次通话之间的平均时间以评估员工绩效。

作文

In the realm of telecommunications and customer service, understanding key metrics is essential for improving efficiency and customer satisfaction. One important metric that businesses often analyze is the mean time between calls. This term refers to the average duration of time that elapses between incoming calls to a call center or service desk. By calculating this metric, organizations can gain insights into their operational performance and identify areas for improvement.The mean time between calls can significantly influence how a company manages its resources and responds to customer needs. A shorter mean time may indicate that customers are reaching out frequently, which could suggest either a high level of demand for services or potential issues with the product or service being offered. Conversely, a longer mean time may imply that customers are satisfied and do not feel the need to reach out as often, or it could indicate a lack of awareness about available services.To calculate the mean time between calls, one must first gather data on the total number of calls received over a specific period and the total time elapsed during that same period. The formula is relatively straightforward: divide the total time by the number of calls. For example, if a call center receives 100 calls over a 10-hour shift, the mean time between calls would be 6 minutes. This calculation helps managers understand the flow of calls and allows them to staff appropriately based on call volume.Understanding the mean time between calls is crucial for several reasons. First, it aids in workforce management. If the mean time is consistently low, it may be necessary to increase staffing levels during peak hours to ensure that customer inquiries are handled promptly. On the other hand, if the mean time is high, managers might consider reallocating resources or implementing strategies to engage customers more effectively.Secondly, the mean time between calls can impact customer satisfaction. Customers who experience long wait times may become frustrated and dissatisfied with the service, leading to negative reviews and a decline in customer loyalty. By monitoring this metric, businesses can take proactive measures to enhance the customer experience, such as optimizing call routing systems or providing additional training for staff.Moreover, analyzing the mean time between calls in conjunction with other metrics, such as call resolution time and customer feedback, can provide a comprehensive view of the service operation. For instance, if the mean time between calls is low but resolution times are high, it may indicate that agents are handling complex issues that require more time to resolve. This insight can lead to targeted training initiatives to improve agent efficiency and effectiveness.In conclusion, the mean time between calls is a vital metric in the telecommunications and customer service industries. By understanding and optimizing this measure, businesses can enhance their operational efficiency, improve customer satisfaction, and ultimately drive better business outcomes. As companies continue to adapt to changing customer expectations and technological advancements, keeping a close eye on the mean time between calls will be essential for maintaining a competitive edge in the market.

在电信和客户服务的领域，理解关键指标对于提高效率和客户满意度至关重要。企业常常分析的一个重要指标是平均呼叫间隔时间。这个术语指的是在呼叫中心或服务台接到的来电之间经过的平均时间。通过计算这个指标，组织可以获得对其运营表现的洞察，并识别改进的领域。平均呼叫间隔时间会显著影响公司如何管理其资源并响应客户需求。较短的平均时间可能表明客户频繁联系，这可能暗示服务需求高或者所提供的产品或服务存在潜在问题。相反，较长的平均时间可能意味着客户满意，不觉得需要经常联系，或者可能表明对可用服务的认知不足。要计算平均呼叫间隔时间，首先必须收集特定时间段内收到的总呼叫数量和在该时间段内经过的总时间。公式相对简单：将总时间除以呼叫数量。例如，如果一个呼叫中心在10小时的班次中接到100个电话，则平均呼叫间隔时间为6分钟。这个计算帮助管理者理解呼叫的流动，并根据呼叫量适当配置员工。理解平均呼叫间隔时间至关重要，原因有几个。首先，它有助于劳动力管理。如果平均时间持续较低，可能需要在高峰时段增加员工数量，以确保及时处理客户咨询。另一方面，如果平均时间较高，管理者可能会考虑重新分配资源或实施策略，以更有效地吸引客户。其次，平均呼叫间隔时间可能会影响客户满意度。经历长等待时间的客户可能会感到沮丧，对服务不满意，从而导致负面评价和客户忠诚度下降。通过监测这一指标，企业可以采取主动措施改善客户体验，例如优化呼叫路由系统或为员工提供额外培训。此外，将平均呼叫间隔时间与其他指标（如呼叫解决时间和客户反馈）结合分析，可以提供对服务运营的全面视图。例如，如果平均呼叫间隔时间较低，但解决时间较高，则可能表明代理处理复杂问题需要更多时间。这个洞察可以导致针对性的培训计划，以提高代理的效率和有效性。总之，平均呼叫间隔时间是电信和客户服务行业中的一个重要指标。通过理解和优化这一指标，企业可以提高运营效率，改善客户满意度，并最终推动更好的商业成果。随着公司继续适应不断变化的客户期望和技术进步，密切关注平均呼叫间隔时间将对于在市场中保持竞争优势至关重要。