March 2018 - | Noojee Contact Solutions
Why to drop the call centre script and get your agents really talking.
‘Hello sir/madam how are you today I’m calling to help you save money on x it’s a great opportunity would this be something you would be interested in? …click.’ When someone is reading a call centre script, it’s just blatantly obvious, don’t you think? It’s like watching a movie with terrible actors. All you can think →
Call centre benchmarks in a customer-centric business
A favourite metric in the call centre world is First Call Resolution. That old chestnut. High First Call Resolution means everyone is doing a good job, right? But what if the call is ‘resolved’, but the customer had been waiting on line for 20 minutes? Or because they were speaking to such a lacklustre call centre agent →