75% of customers say that call quality is the most important factor in a positive call center experience.
Call quality in call centers refers to the level of service provided by call center agents to customers during their interactions, including factors such as professionalism, efficiency, accuracy, and adherence to company policies and procedures. It is measured through various metrics, including customer satisfaction, first call resolution, average handle time, and more, to ensure high customer service and satisfaction.
Here are some ways to improve call quality in a call center:
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