The percentage of First Call Resolution, i.e. customer-reported issues that were dealt with during the first contact with a consultant, is one of the most important indicators of a call/contact centre. Its importance in the evaluation of the quality of work is not subject to discussion, the achievement of a high level of this measure requires many coordinated actions. Below are our tips to raise the level of FCR in your company.
Focus Contact Center Platform received the title of “the best product for SMEs” in the category of telecommunications in this year’s ranking of Gazeta Finansowa.
Measuring the quality and efficiency of work of individual consultants, their teams and entire departments of call center is necessary if the company seeks to continuously improve, or at least maintain, the reached level of effectiveness. Which indicators are most commonly used in telephone communication with customers?
The new e-book presents the business benefits and operation of virtual telephone exchange, which is currently the most popular and most intensively developed system of corporate telephone exchanges.
Modern platforms of communication with customers allow the use of three different modes of automatic dialling phone numbers. Which mode to choose? Get to know the criteria of selection of the dialling method for the type of campaign.
Automatic dialling modes allow to significantly increase the efficiency of sales, debt collection or survey activities. However, the right choice of dialling mode for the given campaign is the key to success.
Michał Misiak
