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Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
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Hold Queues : Ensures calls are answered promptly, minimizing wait times. Smart Call Routing : Directs calls to the most suitable agent based on expertise, language, or past interactions. This increases the likelihood of first-callresolution. Key Performance Indicators (KPIs) provide valuable insights.
In the contact center industry, we talk a lot about the importance of firstcallresolution (FCR). The more queries we can resolve on the first contact, the more satisfied customers are. When you can analyze contacts in real-time and direct the callflow, it helps improve performance and also helps with training.
Agents can embrace various call routing methodologies such as taking turns to answer inbound calls, routing calls to the most qualified agent based on the caller query, sending calls to agents who have been idle for a long time, and so on. Second, it reduces the call wait time and length for your customer.
Callflow: how well the agent is directing the callflow and whether they’re sticking to the script. Some of these metrics include: FirstCallResolution (FCR) Rate: Quantifies the percentage of inquiries that are fully resolved from the initial interaction, without requiring call rerouting or follow-up calls.
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