Hodusoft

MAY 10, 2023

Apart from the above mentioned factors, the COVID-19 pandemic is another major reason that has accelerated the growth of call centers. This is because many businesses have had to shift to remote work and rely more heavily on customer support services. Start Growing With HoduSoft Call Center Software Talk to Our Expert!

Call Center 100

Call Center Abandon Call Interactive Voice Response call center software 100

Hodusoft

APRIL 26, 2023

By providing the right virtual call center software , we have helped many companies running virtual call centers measure the right metrics. In this blog post, we discuss the metrics you must use to measure your call center’s performance. It doesn’t include abandoned calls or disconnected calls.

virtual call center 52

virtual call center Call Center Metrics call center software 52

JustCall

FEBRUARY 3, 2021

Call center managers are the ringmasters of all operations in a call center. Likewise, sales and customer support managers supervise corresponding agents. In this blog, managers will learn how to turn their agents into seasoned experts at handling customers and prospects with call monitoring.

Analytics 98

Analytics Interactive Voice Response call center software Call Center 98

JustCall

APRIL 3, 2023

First Call Resolution (FCR) Percentage of calls that are resolved on the first attempt, without the need for follow-up calls or escalations High FCR rates indicate effective problem-solving and customer satisfaction 3. This can lead to a poorer quality of customer service as fatigue sets in.

Call Center 40

Call Center call center solutions Average Handle Time Technical Support 40

aircall

DECEMBER 28, 2020

Be careful not to overlook one of the most important components of setting up a distributed workforce— call center software with analytics. Quality training and onboarding are key to maintaining a productive call center. Support agent burnout. Abandoned calls. Customer complaints.

Analytics 62

Analytics Call Center Agent burnout Metrics 62

aircall

AUGUST 29, 2022

How to calculate it: (Number of abandoned calls divided by the total number of incoming calls) multiplied by 100. Customer Satisfaction Score (CSAT Score). The CSAT score comes from customers via a rating scale (from 1-5) sent with a survey after a call with an agent.

Call Center 118

Call Center virtual call center call center software Self service 118

Hodusoft

SEPTEMBER 20, 2023

As per recent research , almost a third of callers who abandon calls will never contact the business again. Enhances FCR When customers call your customer service number, they expect to get their issues resolved and queries answered on the very first instance. Some call queues offer a call-back option.

Interactive Voice Response 52

Interactive Voice Response Wait times call center software Call Center 52