Dig deeper: This infographics demonstrates why it is inevitable to improve your customer service and presents the 7 top-rated services that your call centre needs for in 2014. The metrics are the determining factors of the success of your call centre: such as answering a specified percentage of calls in a set number of seconds and percentage of abandoned calls are common measures. The challenge facing the business is to keep callers satisfied while minimizing call duration; effectively helping the customer and getting them off the phone quickly is a difficult balancing act. In addition to the education of your call center agents and creating/analyzing statistics about performance, if you want to improve your call centre, start improvement at the beginning: Create technical background based on the most useful solutions of VoIP, SMS and Web technology. For more information please visit: Or send an e-mail at: [email protected]

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