ViiBE Blog

MAY 4, 2021

First call resolution (FCR) is a metric used in call centers to calculate the percentage of calls where a customer’s issue is resolved within the first call to the center. So, in concrete terms, what does FCR show you about your center? FCR stands for First Call Resolution.

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Quality Contact Solutions

MAY 4, 2021

Here are seven inbound call center outsourcing tips for finding the right partner to support your business. Customer Profile – Provide documentation on the profile of your customer base. Why do they call? Is it a sales call, customer service, or a technical support call? What are the common issues?

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ViiBE Blog

MAY 13, 2021

In contrast, others make outbound calls to customers, and some even do both. Regardless, similar technology is critical to the proper functioning of the call center. No matter the kind of call center, ensuring a positive call center experience is crucial to a customer’s experience with a company.

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