Low FRT and ASA positively affect customer satisfaction and reduce call abandonment rates. Higher FCR increases customer satisfaction and decreases [...]
Read moreClearly define quality metrics and communicate them to agents. Train agents on product knowledge, soft skills, and technical knowledge. Invest [...]
Read moreInbound call centres establish a positive first impression. They Reduce on-hold times and ensure seamless call handling Their access to [...]
Read moreAn inbound call center handles incoming calls, emails, and live chat messages from customers. They improve productivity, brand reputation, & [...]
Read moreis the apt framework developed for deploying the right mix of People, Process & Technology in a business with a clear eye on increasing lead conversion, reducing customer acquisition & management cost, and winning customers for life.