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May be either inbound or outbound , or both. Some call centers may also provide some multi-channelsupport, such as email, social media, web chat or other capabilities. However, a call center’s primary goal is to provide exceptional telephone support. Not sure which metrics you should be tracking?
This crucial metric reflects your team’s ability to resolve customer issues or complaints the first time they reach out to you, with no additional follow-ups required. If a customer has to approach your business for a single issue repeatedly, you probably have a failed support system in place. Improve First Call Resolution (FCR).
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