Remove Analysis Remove Feedback Remove First call resolution Remove Outbound sales
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Why Call Center Quality Assurance Is So Important

Global Response

A QA process can help improve quality of customer service by measuring qualitative data from calls and interactions alongside quantitative data. However, if your call center handles outbound sales and marketing calls, a QA process for sales is even more important.

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Call Center Metrics: Examples, Tips & Best Practices

Callminer

Improving along this metric is of obvious importance to most call center managers. First Contact Resolution. Also known as first call resolution , this metric clues team leaders in on agents’ abilities to quickly handle issues without subsequently revisiting them. Outbound Call Centers.