Hodusoft

APRIL 26, 2023

Metrics to Measure the Performance of Your Virtual Call Center “A useful metric is both accurate and aligned with your goals. Managing a virtual call center is not easy. Only the right metrics can tell you if things are working in your call center or not. Read on to gain valuable insights.

virtual call center 52

virtual call center Call Center Metrics call center software 52

aircall

AUGUST 29, 2022

How to calculate it: (Number of abandoned calls divided by the total number of incoming calls) multiplied by 100. Customer Satisfaction Score (CSAT Score). The CSAT score comes from customers via a rating scale (from 1-5) sent with a survey after a call with an agent.

Call Center 118

Call Center virtual call center call center software Self service 118

Hodusoft

MAY 10, 2023

Apart from the above mentioned factors, the COVID-19 pandemic is another major reason that has accelerated the growth of call centers. This is because many businesses have had to shift to remote work and rely more heavily on customer support services.

Call Center 100

Call Center Abandon Call Interactive Voice Response call center software 100

JustCall

FEBRUARY 3, 2021

Call center managers are the ringmasters of all operations in a call center. Likewise, sales and customer support managers supervise corresponding agents. In this blog, managers will learn how to turn their agents into seasoned experts at handling customers and prospects with call monitoring.

Analytics 98

Analytics Interactive Voice Response call center software Call Center 98

JustCall

MARCH 9, 2023

Blended/Hybrid Contact Centers Larger enterprises with huge operations typically go for blended call centers. Blended contact centers combine the functions of outbound and inbound contact centers, allowing the business to provide everything from lead building to customer support through their representatives.

Contact Center 52

Contact Center Multichannel Interactive Voice Response outsourcing 52

JustCall

JANUARY 5, 2021

To calculate the first call close rate, divide the number of new deals closed on the first call by the total number of calls to new leads. First response time refers to the time that agents take in responding to a customer support request. Serving customers right from the get-go, pays off. Call Volume.

Call Center 52

Call Center Metrics Abandon rate Average Handle Time 52

JustCall

FEBRUARY 13, 2023

Similarly, how a call center is set up defines its broader type. If it operates from a centralized, physical location, it’s called an on-site call center. If it operates entirely remote, it’s called a virtual call center. How to set up a call center?

Sales 52

Sales Call Center Interactive Voice Response CRM 52