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To boost FCR rates, call centers should: Invest in comprehensive agent training Develop robust knowledge bases Implement effective call routing systems Regular quality assurance checks and feedback loops help identify common issues that prevent first-call resolution.
Therefore, you need to have bilingualagents ready to handle online chat when needed. One mistake a lot of companies make is relying too much on pre-written scripts or template messages. Another aspect of being effective is the ability to listen to your customers and take feedback and criticism in a professional manner.
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