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Speech analytics software now detects customer sentiment in real-time, allowing supervisors to intervene in challenging calls promptly. This proactive approach has led to improvements in first-callresolution rates for many Indian call centers. What are the key metrics Indian call centers focus on?
A scalable call/contact center that can seamlessly adjust its resources and capabilities as the organization evolves, can easily handle increasing call volumes and customer interactions without compromising on service quality. It is an excellent indicator to track the agent’s performance and monitor their scheduleadherence.
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