Customer Relationship Metrics

MAY 12, 2017

The following discussion comes from a study conducted in an inbound sales and (sister) service group. The iQM scores were consistently high but customer complaints, First Call Resolution performance, and customer defection as measured by Net Promoter Score (NPS) were all on the negative trend when quantified by the eQM process.

Best practices 62

Best practices Call Center Inbound sales First call resolution 62

OctopusTech

SEPTEMBER 9, 2023

The third-party call center solution provider will set up its operations easily and manage your customer support department. This way you reduce the stress of setting up an in-house call center team. Receive data-driven reports Call center providers always provide analytics and reports in detailed form to their clients.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

ProProfs Blog

JULY 29, 2020

Personalize Every Single Call. Improve First Call Resolution (FCR). Emphasize Call Flow Management. Capture Customer Feedback. Personalize Every Single Call. Improve First Call Resolution (FCR). While some customers are analytical, others tend to be more expressive.

Call Center 128

Call Center Interactive Voice Response Customer Experience Call flow 128

Select VoiceCom Blog

JULY 11, 2022

Inbound sales Inbound call centre agents aren’t only there to help existing customers. In this outbound call, agents will typically ask a series of prepared questions to understand customer behaviour, interests and brand perceptions. They can also potentially close new ones.

Telemarketing 52

Telemarketing Technical Support Interactive Voice Response Metrics 52