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Call routing is the process of connecting a caller to the most appropriate agent during an inbound call, and it’s a crucial component of your call center performance. Enhanced call center agent productivity Your initial callresolution rate improves when you move calls based on agent expertise.
In this article we’ve decided to present you 20 call center metrics that will make it easier for you to gain powerful insights into the sales call performance and keep an eyeon your customer service efforts. Inbound call center metrics: Inbound Call Volume. FirstCallResolution. Missed phone calls.
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