article thumbnail

How Telemarketing Philippines Makes Call Reduction An Advantage To SMEs

Magellan Solutions

If there are simple clerical tasks that customers can complete themselves via touch-tone options, make these a highly accessible part of your IVR call flow. This reduces inbound call volume arriving at your agents’ phones, and allows them to focus on more complex customer tasks and services. Focus on FCR.

article thumbnail

Voice Channel: What Are The Most Important KPIs And How To Improve Them?

NobelBiz

As the key to customer relations between companies and consumers, the contact center and more specifically agents, must respect a perfect showcase of a brand for the outside world. Agent routing skills, artificial intelligence, and automation are all beneficial in optimizing call flow and guaranteeing greater FCR.

article thumbnail

Voice Channel: What Are The Most Important KPIs And How To Improve Them?

NobelBiz

As the key to customer relations between companies and consumers, the contact center and more specifically agents, must respect a perfect showcase of a brand for the outside world. Agent routing skills, artificial intelligence, and automation are all beneficial in optimizing call flow and guaranteeing greater FCR.