Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. First contact resolution (FCR) measures might be…”.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Global Response

JANUARY 23, 2023

Increase our inbound sales leads in 2023.” Increase our inbound sales leads by 30% in Q1 compared to Q1 of 2022.” After all, you don’t want to decrease your response time at the expense of the quality of your service. Measures can take the form of simple numbers, percentage growth rates, or other metrics.

Customer Service 62

Customer Service outsourcing Self service Inbound sales 62

JustCall

JANUARY 18, 2023

In an inbound call, a customer initiates a call to a business’s contact center. The help desk generally handles these calls. In some cases, inbound calls can also be made by the employees. Call centers usually take inbound, and outbound calls for a business. Pros of Inbound Calling Outsourcing.

outsourcing 52

outsourcing Scripts Call Center Interactive Voice Response 52

Global Response

DECEMBER 21, 2022

Whether your call center is in-house or outsourced, with 4 agents or 400, a thorough and repeatable quality assurance (QA) process is essential. As with outbound sales, your QA process can uncover more effective sales techniques, as well as allow for more personalization.

Call Center 62

Call Center Outbound sales Feedback Best practices 62