We have increased CSAT scores of our clients from 35% to a whopping 82%.

At ChatPandas we live and breathe customer happiness. We ask customers to fill CSAT (Customer Satisfaction Surveys) to get customer feedback after every call or customer interaction. We interact with customers personally, solve queries real time and show empathy and human responses to obtain higher CSAT scores. 90% of our customers give us highest score which makes our CSAT score 90%.

ChatPandas is synonymous with Customer Happiness. Our high CSAT scores means exceptional support experience translating into satisfied customers at every interaction.

First Contact Resolution refers to all customer support interactions successfully resolved on first call or contact using only one touch-point. FCR is an important metric for a call center as it monitors effectiveness of customer service.

Ideally, FCR means that no repeat interaction for follow up was required after the call to resolution of the query. It is considered as the best measure for the efficiency of call center and actually saves resources making sure no additional time is spent on unnecessary customer support. The higher the rate the higher the customer satisfaction is. Our ChatPandas have maintained FCR of 70%.

Unresolved tickets, entering data into CRM, sending demo invites can create a back log and a spike of ticket problems grown too quickly for team to keep up. We break back log into prioritized groups, sort out tickets based on urgency, set up scheduled responses for pending tickets and reduce call abandonment rates to reduce back log problems.

A bit of backlog is to be expected but our ChatPandas complete all tasks as to not create a snowball effect. We try to achieve maximum efficacy, keep our benchmarks at the targeted level and reduce backlog without compromising on the quality expected of us.

Whether your organization has customer support issues or you are not generating as much revenue as expected, we make sure to work with you to help you achieve your targets. We research and help you strategize to reach goals. We make sure and other crucial aspects of learning must be constantly developed and reinforced to ensure target achievement rate.

We research about your requirements and take help of technology and data driven insights to provide accurate results. Our target achievement rate is 95% as we have helped businesses achieving customer satisfaction, customer retention, uphold a better brand image and increased their revenue.

One of the core goals for call center is to reinforce a relationship with not only the existing customer base but also with the future ones and call abandonment rate plays an important in determining customer engagement. Call abandonment rate is when the caller hangs up before an agent can resolve their query.

Calls can be abandoned due to long waiting times, lack of confidence on part of the caller in the agent or frustration due to any reason. However, different call center technologies can combat high abandonment rates and we employ plans like A/B testing of welcome messages, self service IVR, reducing call abandon curves, improving agent scheduling, offering call backs, reducing after call work and AHT and have successfully taken our abandonment rate to as low as 5-7%.

Resolution rate compares the number of tickets assigned to an agent compared to the number of tickets resolved during a specific time. Resolution rate is the indicator of the overall efficacy of a call center by calculating the performance of agents.

At Chat Pandas, resolution rates are one of our biggest strengths as we have strategies in place to increase it. We calculate several metrics like agent score, survey rating, holding time, average time to resolve, acceptance rate and outbound interactions to calculate resolution rate. Our constant updating of knowledge banks, rigorous training methods and a learning culture helps us achieve a 95% resolution rate.

Forecast accuracy refers to the ability of managers in call center to forecast inbound call volumes accurately. If the number of calls are above the forecasted numbers, customer’s service is going to be affected and if the number is lower, call center will be overstaffed. We gather real time and historical data across specific time periods to accurately forecast call volumes and take appropriate measures to handle it.

Due to our accurate forecasting of 3-5%, we have been able to improve experience for employees and customers while effectively managing budgets. At ChatPandas, we believe in continuous improvements more than just benchmarking.