Case Study First call resolution Scripts 
Outsource Consultants
MARCH 18, 2025
These case studies show that, when executed thoughtfully, outsourcing can boost service performance while controlling costs. Measuring ROI in Call Center Outsourcing Determining the return on investment (ROI) for call center outsourcing extends beyond simple cost calculations. Is offshore or nearshore outsourcing better?
NobelBiz
FEBRUARY 11, 2025
High Success Rate for Resolution Live agents have higher first-call resolution rates than IVR systems. They can make judgment calls and solve unique issues without rigid scripting. Workforce management must be optimized to prevent agent burnout while maintaining coverage.
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NobelBiz
SEPTEMBER 3, 2024
’ Read Case Study Ways to Measure Low Call Center Productivity To effectively address productivity challenges, it’s crucial to accurately measure and monitor the performance of your call center. All the way from onboarding to support to troubleshooting has been great throughout this journey!’
Fonolo
JANUARY 11, 2022
The book includes case studies from Canadian Tire Financial Services, MedSolutions, and VSP Vision Care, to help managers learn strategies that bolster call center performance. Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results (2012), Renée Evenson.
Hodusoft
JULY 19, 2023
Call Scripts and Knowledge Base : The Software includes a call script tool and knowledge base that provide access to pre-defined scripts, FAQs, and information archives to help agents respond to customer inquiries accurately and consistently.
NICE inContact
NOVEMBER 8, 2019
You’re achieving higher first-call resolution (FCR) rates. You’re lowering call volume. The article makes a case for why more plain language is needed, demonstrating its benefits in several real-world case studies. This all leads to cost savings in your contact center.
Outsource Consultants
APRIL 9, 2025
How AI Transforms Philippine Call Centers Supercharging Customer Service AI-powered tools in Philippine call centers have dramatically improved performance metrics, including higher first-call resolution rates. A case study showed that AI-driven insights enabled upsell revenue to climb 44% in one trial period.
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