Scheduled Call-Backs Are a Call Center Superpower
Fonolo
SEPTEMBER 26, 2017
Smoothing Out Spikes in Call Volume. Many call centers have peaks in call volume as a result of holidays, bad weather, special promotions, etc. Spikey” traffic degrades the customer experience and drags down key performance metrics. When agents can’t keep up with calls, the Average Speed to Answer (ASA) grows.
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