Hodusoft

APRIL 26, 2023

Metrics to Measure the Performance of Your Virtual Call Center “A useful metric is both accurate and aligned with your goals. Managing a virtual call center is not easy. Only the right metrics can tell you if things are working in your call center or not. Read on to gain valuable insights.

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Hodusoft

MAY 10, 2023

The growth rate of call centers can vary depending on several factors, including industry demand, technological advancements, and outsourcing trends. However, according to a report by IBISWorld, the call center industry is projected to have a compound annual growth rate (CAGR) of 3.3% between 2021 and 2026.

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NobelBiz

MAY 24, 2022

In the post-covid era, the contact center sector has altered dramatically. Managing call center agents remotely has become a true challenge for the industry. The goal is to provide remote call center agents with as much comfort and mobility as possible. Individual follow-up is also required.

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Babelforce

JULY 6, 2022

Provides real-time contact center analytics such as how many call queues, call waiting, abandoned calls, etc. As we already mentioned, remote work is rising, and the contact center industry is already making a quick shift, powered by virtual contact software. Conclusion.

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JustCall

NOVEMBER 23, 2022

Depending on the type of business, each call center has a specific set of metrics to track and analyze. However, there are some types of reports that are relevant to call centers of almost all industries. It helps to understand target customers better through real-time call center industry report insights.

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Call Center Abandon rate Interactive Voice Response Wait times 52

JustCall

JANUARY 5, 2021

A high call abandonment rate, in this sense, points out snags in your call center operations. While a call abandonment rate of 4-8% is normal, it may also vary for different industries. Call Volume. Tracking the call volume per day is crucial for efficient contact center operations.

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JustCall

MARCH 21, 2022

In fact, according to the 2020 global outsourcing survey report by Deloitte, cost reduction has emerged as the biggest priority for many players, which is expected to remain a key trend in the industry in the following years. Similarly, how a call center is set up defines its broader type. Call Queuing .

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