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While this season is an exciting time to enjoy with loved ones, contact centers can quickly become overwhelmed this time of year by an influx of calls, stressed-out customers, and increased demands. In this article, well share strategies and tips on how you can prepare your contact center for the holiday season.
And it perfectly suits our topic for this article. Predictive dialers occupy a cornerstone place in every outbound calling strategy as they shorten the time between answered calls, enabling your team to connect with your customers and reach new leads faster. As the adage goes, “Lost time is never found again.”
A standard version of service level is 80% of calls answered within 20 seconds. When calculating service level, you must decide whether or not to include abandonedcalls. #5 FCR is the percentage of calls or contacts you resolve without needing a follow-up. 11 Longest waiting call. 5 First contact resolution (FCR).
The right automation will help you: Bring up customer information for agents when they answer the call Take care of time-consuming manual work like data entry Intelligently route customers to the agents who are best suited to help. If you want more ideas for cutting AHT, this article has you covered.
There are many things you can do to make your call center more productive, like motivating your agents, equipping them with technological solutions, and implementing self-service options. What Is Call Center Productivity? Optimizing your missed call rate goes hand in hand with improving your contact center productivity.
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