2023 Average Handle Time First call resolution Self service 
Outsource Consultants
JANUARY 3, 2024
Let’s start by revisiting our 2023 predictions, categorizing them as: Spot On: We nailed it! Let’s grade our 2023 predictions before unveiling our anticipated trends for the BPO industry in 2024. Outcome: Spot On Agent burnout was rampant in call centers throughout 2023 , with 32% of centers not actively monitoring for it.
JustCall
MARCH 7, 2023
Contact center reporting, and analytics software is a tool that businesses utilize to generate insights for monitoring the call center and agent performance. At the end of the day, contact center analytics software helps businesses improve customer service quality and satisfaction levels by a wide margin.
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Hodusoft
OCTOBER 19, 2023
from 2023 to 2028. However, as the demand for exceptional customer service continues to rise, the operating costs associated with BPO contact centers are also rising greatly. When calls are routed to the right agent, it ensures faster issue resolution, reduced handling times, and increased customer satisfaction.
Hodusoft
JANUARY 17, 2024
billion in 2023 to USD 111.37 In that, they get several self-service and various other options. During that time, callers can select their preferred language, the department they want to speak to, and the nature of their queries. times improvement in average handle time on a y-o-y basis.
Hodusoft
DECEMBER 16, 2022
Let’s uncover the upcoming call center technology trends—crucial for business leaders. 5 Call Center Technology Trends for 2023 and Beyond Call center technologies have become more advanced thanks to the emerging advancements in communication technology. For instance, it notifies customers about call hold times.
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