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The abandoned call rate is a Key Performance Indicator of customer contact center quality that can be applied to both inbound and outbound campaigns. For inbound campaigns, it reflects the proportion of calls presented where the caller abandons the call due to excessive waiting time or a discouraging IVR.
Call origin: Automaticcallback and directory sharing are additional features of the CTI system. First and foremost, the call center architecture computer telephony integration CTI is composed of: The Private Automatic Branch Exchange (PABX) is a private telephone switch. Can the interactivevoiceresponse (IVR) improve the CTI?
Other communications with the customer in the call center of an organization. AutomaticCallback: When a caller gets a engage tone, features in the telephone system instructs the system. InteractiveVoiceResponse (IVR): IVR system with the caller may make choices using numerical value to reach any specific department.
Furthermore communication with the customer in the call center of an industry. AutomaticCallback. InteractiveVoiceResponse (IVR). Suppose, press 1 for sale department, and press 2 for customercare executive. Automatic Call Distributor (ACD). When a caller gets a busy tone.
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