callcenter


10 Best Ways to Improve Your First Call Resolution

10 Best Ways to Improve Your First Call Resolution

First call resolution (FCR) helps determine your call center’s ability to resolve customer issues in their first call. A higher FCR rate means that most of your customers are satisfied. As a result, you will see an increase in customer loyalty, repeat purchases, and...
Essential Call Center Policies And Procedures

Essential Call Center Policies And Procedures

Are you planning to scale your call center? Are you hiring call center agents to handle more calls? If yes, there are certain policies and procedures you need to keep in mind before you onboard new agents.  These call center policies apply to your existing agents too....
What Is Call Center Shrinkage and How to Calculate It?

What Is Call Center Shrinkage and How to Calculate It?

Call center shrinkage is one of the key performance indicators (KPIs) that can help you improve customer interactions, average handling time, and service quality.  Shrinkage enables operations managers to measure the time for which agents cannot handle calls despite...
How To Train Call Center Agents Effectively?

How To Train Call Center Agents Effectively?

Customers’ expectations from service centers are increasing. At the same time, customer loyalty is decreasing because of the rise in the competition and the ease of switching providers.  Today’s customers demand more than just an answer. They want to get their...
4 Ways to Improve Call Center Occupancy Rate

4 Ways to Improve Call Center Occupancy Rate

Call centers use many metrics to evaluate and improve their agent’s efficiency and productivity. The occupancy rate is one such metric that determines how busy their agents are, whether their contact center is understaffed or overstaffed, and the effectiveness of...
How to Develop an Effective Call Center Script?

How to Develop an Effective Call Center Script?

Digital communication methods, such as live chat, website self-service, email, and social media, are quickly gaining popularity. However, 92% of all customer interactions happen over the phone, with 85% of prospects reporting that they are not happy with their...