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Optimize call center operations

Call Center Excellence

These models are strategically designed to revolutionize call center operations by improving efficiency, enhancing customer satisfaction, and achieving measurable outcomes. Each model addresses specific challenges and opportunities within call center interactions, such as optimizing First Call Resolution (FCR) rates, reducing repeat call instances, and improving Average Handle Time (AHT). This solution empowers call center agents, self-service tools, and operational workflows to function at their best.

Optimize call center operations

Models in Solution

Improve call center efficiency and customer satisfaction.

Average Handle Time (AHT) Model

Balance call center efficiency with revenue opportunities through strategic AHT optimization.

First Call Resolution (FCR) Model

Understand why some calls are resolved quickly, while others lead to callbacks.

Repeat Caller Model

Enhance first call resolution by identifying and addressing drivers of repeat calls.

Care of Agents and Store Reps Model

Enhance customer service by understanding and leveraging agent strengths and capabilities.

Employee Turnover Model

Enhance employee retention by identifying and addressing key factors driving turnover.

Forecasting Model

Provide accurate predictions for a key business metric of your choice.

Optimize call center operations

Also Available

These models are not currently listed in the model catalog, but available upon request.

Influenceable Caller Model Identify agent-influenceable customers and optimize call-center routing.

Repeat Caller after Self-Serve Model Understand drivers for customer calls after digital self-serve and address pain points.