First call resolution Inbound sales Outbound sales 
Global Response
DECEMBER 21, 2022
A QA process can help improve quality of customer service by measuring qualitative data from calls and interactions alongside quantitative data. However, if your call center handles outbound sales and marketing calls, a QA process for sales is even more important.
OctopusTech
SEPTEMBER 9, 2023
It helps call center agents enhance customizations and coordination by gathering customers’ information from all the platforms and then solving their queries easily. This helps to solve the problems of customers on the first call which increases the first call resolution rate.
Callminer
OCTOBER 22, 2019
Metrics like call length and number of calls processed should fall down the priority ladder behind first call resolution, wait length, abandonment rates and quality of engagement. High Value Inbound Support. Low Volume Inbound or Outbound. Inbound Sales. Twitter: @ WWCallCenters.
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