Hodusoft

MARCH 21, 2024

In this blog, we will delve into the key challenges that BPOs face in offering the best possible support to their customers and how HoduCC can prove to be a beacon of support for this industry. Before we talk about the role of contact center software for BPOs , let’s delve into some of the most common challenges faced by BPOs.

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Contact center software Business Process Outsourcing Interactive Voice Response outsourcing 52

Hodusoft

OCTOBER 19, 2023

In this blog, we will discuss various practical strategies for reducing operational expenses associated with BPOs. Call Routing Optimization Call routing optimization plays a vital role in reducing the costs in your BPO contact centers while maintaining the quality of service. without speaking to an agent.

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Contact Center Interactive Voice Response Contact center software Self service 52

Hodusoft

JULY 6, 2022

When a customer calls a business, they may interact with an auto-attendant or IVR system that automatically routes the call or asks for input and then routes it to the right department. However, this routing strategy allows customers to interact with the pre-recorded audio and enables them to get the required information.

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Interactive Voice Response Customer Experience Contact center software Call Center 59

Hodusoft

AUGUST 2, 2023

Cost per call is one of the most important metrics for contact centers. As an owner or a manager of a contact center, you must calculate your cost per call to make sure that you have no inefficiencies in your operations. What is the cost per call?

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Contact Center Metrics Contact center software Interactive Voice Response 52

Hodusoft

APRIL 17, 2024

Auto attendant, also known as Interactive Voice Responder (IVR) system is an advanced business phone system feature that automates and simplifies the incoming call process and routes the callers to the most appropriate agent or department. If you want to know more about our auto attendants, contact us today.

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Real estate Scripts Interactive Voice Response First call resolution 52

Hodusoft

JULY 19, 2023

It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. Choosing the right inbound call center software can help businesses in improving customer satisfaction, reducing wait times, and increasing operational efficiency.

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call center software Call Center Interactive Voice Response Average Handle Time 98

NobelBiz

APRIL 18, 2023

The following formula is used to get the AHT (Average Handle Time): the duration of the exchange itself (AHT), the duration of the caller’s wait (MEA), and the duration of the file’s post-call processing (ACW). Incorporating advanced technology into your call center can significantly boost productivity and efficiency.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

NobelBiz

FEBRUARY 13, 2024

RELATED ARTICLE CRM Key Features For Customer Service Interactive Voice Response (IVR) An advanced Interactive Voice Response system allows customers to navigate through options using their voice or keypad inputs, efficiently directing them to the appropriate service or information, thereby enhancing self-service capabilities.

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call center software Call Center Interactive Voice Response Contact Center 59

Talkdesk

APRIL 12, 2019

In this blog, we walk you through the most critical call center metrics and explain why they’re important for you to track with call center software. Call SLA: Call SLA looks at what % of the calls are answered in X seconds. Learn more about how to increase first call resolution.

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Call Center Metrics First call resolution Contact center software 43

NobelBiz

APRIL 25, 2023

. – Steve Bederman, President of NobelBiz And that allows for a much more integrated broad workforce, allowing contact centers to take on more business worldwide. Investing in employee training is a long-term strategy for reducing call center operating expenses.

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Call Center Average Handle Time First call resolution Contact Center 52

Hodusoft

JULY 3, 2023

The good news is, there is a metric to find out how much time agents spend on handling customer interactions, from the moment they greet and open the call with the customer to the stage where they wrap up all after-work tasks related to the call. What’s the “standard” AHT for a call center? How to calculate AHT?

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Average Handle Time Abandon rate Call Center Interactive Voice Response 52

ViiBE Blog

MAY 13, 2021

Management systems keep track of call volume, route incoming calls, and perform data analytics in real-time. The software may use a call recording that informs callers of hold times or an interactive voice response (IVR) system, reducing the workload for call center agents.

Call Center 52

Call Center Technology virtual call center Interactive Voice Response 52

Talkdesk

APRIL 10, 2019

Tracking The Call Center Metrics That Matter Maintaining a high level of customer experience is difficult, especially considering the dozens of metrics that you could be tracking to help you answer the question “Are my customers happy?”. Call SLA: Call SLA looks at what % of the calls are answered in X seconds.

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Call Center Metrics Schedule adherence First call resolution 45

NobelBiz

MAY 9, 2023

One critical aspect that companies must consider is the optimization of their dialer system, which can significantly impact call center operations’ productivity and performance. Every step of the process can be calibrated to minimize the agent’s effort, from dialing the number to logging the call in the CRM.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Fonolo

MAY 3, 2023

What is an Abandoned Call? The definition of an abandoned call in a call center is a call where the caller hangs up before they speak to a customer support agent. TIP: Most contact center software will generate a Call Detail Record (CDR). Why Do Callers Abandon Calls?

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Abandon rate Contact Center Abandon Call Call Center 75

Noble Systems

OCTOBER 21, 2020

Greeting them using a recorded message (often through an IVR). Choosing the best call routing path based on the information provided, time of day, call queue status, IVR selections, customer attributes, and a range of other factors. Here is a high-level view of how an ACD can benefit your call center.

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First call resolution Call Center Interactive Voice Response call center software 57

aircall

MARCH 15, 2021

Use the right tools, like a cloud-based phone system, so you can leverage dashboard analytics to monitor your call center performance. Set up the most common call metrics, such as wait times, first call resolution, average wait times, average speed of answer, average call length, conversion rate, etc.,

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call center software Call Center Contact center software Feedback 62

JustCall

AUGUST 21, 2020

The departure of staff or employees(voluntary/involuntary) heavily pulls down your call center efficiency plus profits. Nevertheless, medical call centers are equipped with efficient contact center software plus thorough training and monitoring strategies. Call abandonment rates take a dip.

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Call Center call center software Healthcare Abandon rate 52