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English to German: DCF General field: Tech/Engineering Detailed field: Telecom(munications)
Source text - English 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.
Translation - German 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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Years of experience: 21. Registered at ProZ.com: Sep 2009. Became a member: Nov 2012.
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English to German (TH Köln (formerly Cologne University of Applied Sciences / Fachhochschule Köln), verified) French to German (TH Köln (formerly Cologne University of Applied Sciences / Fachhochschule Köln), verified)
My name is Eva Stiekema and I am a dedicated translation professional with over 15 years of experience in the translation industry. My translation service is based in Cologne, Germany and is called Linguavision. I offer a comprehensive service in different areas of expertise, especially marketing and IT.
I have obtained a translation diploma in Germany, France and England. My working languages are English, French, Dutch and Spanish into German. I am a German native speaker and I live in Cologne, Germany. I also take on other languages in cooperation with colleagues, such as German into English or French.
My areas of expertise include IT, software, technology, marketing, sales, Apps and telecommunications. I also specialize in transcreation and validation, mainly for large US customers. I work for renowned language service providers and direct clients all over the world. If you wish to receive references, please contact me personally. My positions previous to my freelance activity included Translator, Project Manager, Senior Project Manager and Team Leader. I also worked inhouse on the client side as Senior Translation Manager.
I have a profound knowledge of all SDL Trados products and currently use Studio and MemoQ. Contact me for a quote, I will respond to you immediately. I deliver high quality translations within a short turnaround time.
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