SoliCall

AUGUST 2, 2023

Implement a robust performance feedback system to provide agents with constructive feedback. Set clear performance metrics and key performance indicators (KPIs) that align with your call center’s objectives. Regularly update training materials to keep agents informed about new processes and procedures.

Call Center 52

Call Center First call resolution Construction call center software 52

Balto

JUNE 13, 2022

In the contact center industry, we talk a lot about the importance of first call resolution (FCR). The more queries we can resolve on the first contact, the more satisfied customers are. A survey by Balto showed that 64% of agents thought there needed to be changes to scripts. However, most agents are never asked.

Management 52

Management Contact center software Coaching Contact Center 52

JustCall

MAY 2, 2022

Here are some ways speech analytics can fill the existing gaps in the sales ecosystem: Tailored Sales Call Scripts. Hence, you can’t bank on the generic sales call scripts. Recommended Read: Top 10 Real Estate Cold Calling Scripts for Realtors. 8 IVR Scripts and Auto Attendant Scripts For Every Situation.

Analytics 52

Analytics Sales Customer Service Scripts 52

Callminer

OCTOBER 3, 2019

They can handle constructive criticism without taking it personally, and they’ll be honest if you ask them questions about how things can run better. The goal of the phone call is to resolve the issue during the first interaction. Creativity can be useful.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

aircall

DECEMBER 16, 2016

While this can mean quantitative improvement, such as taking more calls, fielding more support issues, or closing more sales, you could also concern yourself with qualitative improvement. For instance: First call resolution is an indicator of the ease with which callers obtain a solution to an issue. Stay in the loop.

Call Center 82

Call Center call center software Abandon rate Metrics 82

aircall

DECEMBER 16, 2016

While this can mean quantitative improvement, such as taking more calls, fielding more support issues, or closing more sales, you could also concern yourself with qualitative improvement. For instance: First call resolution is an indicator of the ease with which callers obtain a solution to an issue. Stay in the loop.

Call Center 48

Call Center call center software Abandon rate Metrics 48

aircall

DECEMBER 16, 2016

While this can mean quantitative improvement, such as taking more calls, fielding more support issues, or closing more sales, you could also concern yourself with qualitative improvement. For instance: First call resolution is an indicator of the ease with which callers obtain a solution to an issue. Stay in the loop.

Call Center 48

Call Center call center software Abandon rate Metrics 48