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What is First Call Resolution? First Call Resolution (FCR) is a crucial call center metric that measures the percentage of customer issues resolved during the first interaction, without the need for transfers, escalations, or follow-up calls. It’s a key...
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What is Call Volume? Call volume refers to the total number of calls a business receives within a specific timeframe. This metric is crucial for businesses of all sizes, as it provides valuable insights into customer engagement, operational efficiency, and overall...
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What is Call Logging? Call logging, at its core, involves the systematic recording and storage of metadata associated with telephone calls. This metadata typically includes: Phone numbers (originating and receiving) Date and time of the call Call duration Call type...
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What is a Help Desk? A help desk serves as the central point of contact for users to seek assistance with technical issues, get information, or report problems related to a company’s products or services. Its primary function is to ensure customer satisfaction...
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A Historical Overview: From Boom to Bust Telemarketing emerged in the late 20th century as a novel and efficient way for businesses to reach potential customers directly. The advent of affordable long-distance calling, coupled with advancements in automated dialing...
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What are Outbound Calls? Outbound calling refers to the process of making outgoing calls to potential or existing customers, rather than receiving incoming calls. Businesses across various industries utilize outbound calling for a wide range of purposes, including...
