In a Call Center. Each call represents a key opportunity to make a sale and to show the value and image of the company. For a Call Center to work.It must be competitive and offer  b to c database  And although this may not seem very difficult at first glance.There is a trick!

We have all found ourselves in the situation of having to call a Call Center. We know that, as consumers, we do not tolerate waiting and we like immediacy in the resolution of our problems.

First-call resolution: 

• When the conflict is resolved in the first call, it is an indicator of efficiency. The company saves costs and the customer is satisfied.

• Customer satisfaction: Not only should the call be handled quickly, but it is essential to ensure that the customer is completely satisfied. If they are happy when they hang up, they will mobile number list recommend the company and become the best ambassador for the brand.

• Response time If the customer waits more than 5 minutes to be served, they may end up getting desperate and not only hanging up the phone but also speaking negatively about the service received.

• Calls answered: It is important to know the number of calls received and the number of calls answered, as this will be an indication of the efficiency of the agents. It will also serve as an motivation and incentives to improve job performance indicator to determine whether it is necessary to hire new agents.

• Average conversation time: The length of each call is a clear indicator to ensure that each operator is handling as many calls as possible. Of course, there must always be a balance between quantity and quality.