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7 Step Action Plan for Call Center Development

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Specific: “Agent X aims to improve their first-call resolution rate from 37% to 55%, from October 2022 to March 2023.” Time-based: October 2022 to February 2023 is a clear timeline. . Experiment with gamification. . Agent dissatisfaction: Keep your eye on your attrition rate (turnover rate) and absenteeism. .