TeleDirect

APRIL 7, 2025

Simulate Real-World Scenarios Use call recordings and role-play exercises to help agents apply what they’ve learned in a realistic setting. Use Metrics to Evaluate Training Effectiveness Track KPIs like first-call resolution, customer satisfaction (CSAT), and average handling time (AHT) to assess performance improvements.

Call Center 62

Call Center First call resolution Best practices Gamification 62

TeleDirect

FEBRUARY 7, 2025

Reduces Miscommunication Misunderstandings can lead to customer frustration and unnecessary follow-up calls. Improves First Call Resolution (FCR) By actively listening, agents can resolve issues in a single call, which leads to: Reduced call volume. Active listening prevents: Repetitive explanations.

Call Center 62

Call Center Customer Service Agent burnout First call resolution 62

Pointillist

JULY 25, 2018

What are the quantitative business goals that will influence the journey analytics project e.g., churn, retention, acquisition, cross-sell, upsell, purchase, rate of renewal etc.? Has a journey mapping exercise ever been conducted? Operational Metrics: First Call Resolution (FCR). Do they track customer journeys?

Analytics 93

Analytics Government Metrics APIs 93

aircall

NOVEMBER 29, 2016

Missed calls are a huge drain on your business, since 85% of callers won’t try you again if their call goes unanswered. This can mean a tremendous loss of opportunities to upsell a client or to help product adoption. To get an idea of your sales team’s prowess, track conversion score and average call time.

Customer Service 88

Customer Service Customer retention Metrics First call resolution 88

JustCall

APRIL 4, 2023

Upselling and Cross-selling Both these techniques are extremely effective in increasing sales revenue. Upselling involves offering the customer a higher-priced or upgraded version of the product they are interested in. What are some common training methods used in inbound call center training?

Call Center 52

Call Center Sales Inbound sales Upselling 52

Balto

JANUARY 18, 2025

Call center process management isnt just about efficiency anymore. A well-run call center increases customer retention, drives upsells, and turns unhappy callers into raving fans. When hiring agents, prioritize emotional intelligence, active listening, and problem-solving over previous call center experience.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Call center process management isnt just about efficiency anymore. A well-run call center increases customer retention, drives upsells, and turns unhappy callers into raving fans. When hiring agents, prioritize emotional intelligence, active listening, and problem-solving over previous call center experience.

Best practices 52

Best practices Call Center Metrics Management 52