ViiBE Blog

APRIL 28, 2021

The center’s total call volume and the number of staff present at any time will affect this KPI. First call resolution rate. Another KPI is the first call resolution rate. This measures how many customer issues are resolved within the first call to the center.

Call Center 98

Call Center Schedule adherence Average Handle Time First call resolution 98

Callminer

AUGUST 1, 2017

Before founding Chargeback Gurus , Srii was the co-owner and CEO of InSO International Call Center for 13 years. InsO International changed the call center and customer service arena by pioneering the world’s first hybrid call center solution.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Balto

MARCH 3, 2025

Defining and Importance of Automation in the Call Center Automated call center solutions use AI, machine learning, and robotic process automation to handle routine customer interactions. Smart routing systems direct calls to the most qualified agents based on skills, availability, and past performance metrics.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

TechSee

JULY 24, 2023

TechSee’s Visual Journeys integrates easily with your IVR platform to enable businesses to offer visually guided prompts, personalized forms, and surveys during hold periods. By capturing relevant information during hold times, agents gain a comprehensive understanding of the customer’s query before the call even begins.

Interactive Voice Response 109

Interactive Voice Response Call Center First call resolution CRM 109

Hodusoft

MAY 10, 2023

This has resulted in increased demand for cloud-based call center solutions, as well as virtual call center services that can be operated from home. It is a key performance indicator (KPI) used by call centers to track their performance and identify areas for improvement.

Call Center 100

Call Center Abandon Call Interactive Voice Response call center software 100

TechSee

MAY 29, 2018

Google Consumer Survey underscores these statistics, with 20% of consumers (1 in 5) reporting that they’ve watched an unboxing video. These videos have more than a billion views annually. Aside from video tutorials, other visual resources are in high demand.

Contact Center 95

Contact Center Call Center Best practices Customer centricity 95

Outsource Consultants

FEBRUARY 9, 2025

For example: A leading e-commerce retailer reduced service costs by 50% while increasing first-call resolution rates. Look for centers that use call monitoring, regular performance evaluations, and customer satisfaction surveys. Quality assurance processes are equally important.

Call Center 67

Call Center Customer Support outsourcing Interactive Voice Response 67

Outsource Consultants

FEBRUARY 28, 2025

Unparalleled Service Quality at Competitive Rates Manila-based call centers consistently deliver high-quality customer service while maintaining cost-effectiveness. However, recent data suggests that customer satisfaction with call centers may be lower than previously thought.

outsourcing 67

outsourcing Call Center Government Consulting 67

JustCall

APRIL 3, 2023

An inbound sales call center is an absolute necessity. However, the same survey suggests that 85% of customers express dissatisfaction with their phone experience. Appointment Setting: Inbound call centers can also handle appointment settings. How to Pick the Right Inbound Call Center Solution?

Call Center 40

Call Center call center solutions Average Handle Time Technical Support 40

Global Response

FEBRUARY 13, 2022

When considering a multi-channel contact center, you might be wondering what value it can provide beyond a traditional call center. While traditional call centers can handle both inbound (customer calls and requests) and outbound (sales, marketing, customer surveys and research, etc.) The results?

Multichannel 62

Multichannel Contact Center Multi-channel support Average Handle Time 62

aircall

NOVEMBER 9, 2016

Cloud-based call center software. Cloud-based call center solutions are, unsurprisingly, hosted in the cloud by a business phone service provider. This solution relies on internet access with sufficient bandwidth to comfortably accommodate all users.

call center software 82

call center software Call Center virtual call center voip 82

JustCall

MARCH 7, 2023

Average handling time: If you want to track how long your agents spend on a call from the moment they get one from the queue, this is the metric to track. Average time on work after the call : Agents need to finish associated tasks after they end each call. Frequently Asked Questions How do you gather data in a call center?

Contact Center 52

Contact Center Analytics Average Handle Time Call Center 52

OctopusTech

MARCH 1, 2023

Inbound call centers play a crucial role in delivering these revenue-generating experiences, so everything from the standard greeting to agent training to the establishment of KPIs needs to be designed with the customer in mind. Some companies even use call center gamification as an incentive system for performance.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Hodusoft

NOVEMBER 27, 2022

However, it can also be used for surveys and feedback collection. It’s mostly used for surveys and feedback collection. Higher FCR indicates efficient handling of calls. Check HoduCC if you’re looking for a call center solution that covers all of your business’s communication needs.

Telemarketing 52

Telemarketing Sales Interactive Voice Response call center software 52

Hodusoft

DECEMBER 28, 2022

Let’s unwrap some useful call center metrics that provide deep insights about consumer interaction and can be leveraged by businesses to improve CX. Average Handle Time (AHT) Average Handle Time refers to the average time spent by agents to handle or manage a call from start to end.

Best practices 52

Best practices Call Center Metrics call center software 52

Hodusoft

JUNE 7, 2024

Inbound Communication Call and Contact centers receive a wide range of incoming communication requests such as: Inquiries about products or services Customer complaints Requests for technical support Requests for placing orders and more 2. Omnichannel Experience Contemporary contact centers provide omnichannel experience.

Best practices 52

Best practices Call Center Omni-channel support Management 52

OctopusTech

SEPTEMBER 9, 2023

Scope of expansion When call centers handle all your customer support, you can focus on expanding your business into new markets. The third-party call center solution provider will set up its operations easily and manage your customer support department.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

NobelBiz

FEBRUARY 22, 2023

The dashboard view walks you through the analysis of graphs, logs, and reports that detail all of your calls. Extremely deployable and scalable : The analytics tools, like all of our call center solutions and voice service , are simple to implement in your organization.

Analytics 52

Analytics Call Center Big data Contact Center 52

aircall

NOVEMBER 9, 2016

Cloud-based call center software. Cloud-based call center solutions are, unsurprisingly, hosted in the cloud by a business phone service provider. This solution relies on internet access with sufficient bandwidth to comfortably accommodate all users.

call center software 48

call center software Call Center virtual call center voip 48

Balto

JANUARY 30, 2025

Additionally, recordings and note-taking chatbots handle tedious but important tasks, such as documenting what customers say during calls, freeing up agents to focus on more complex issues. Evaluation Criteria for the Best Call Center Software Choosing the right call center solution isnt just about ticking off a feature list.

call center software 52

call center software Call Center Multichannel Coaching 52