The first contact rate in the outbound context is realized in the ability to:
- engage and qualify the lead in a targeted way from the first contact;
- Evaluation of operator customize the offer based on the specific needs of the customer;
- establish an emotional connection that increases the customer’s predisposition to listen and evaluate the proposal.
A high first-contact resolution rate self employed data demonstrates that the agents are knowledgeable and that the call center is well-organized, reducing the need for repeat calls.
How to improve it:
- thorough training : ensure that operators have the necessary training to handle the call;
- access to advanced tools : offer them advanced tools and resources that allow them to close the first contact positively.
First Call Resolution Rate
Measuring the performance of operators and agents is important because they are the figures most involved in interactions with users, therefore. Evaluation of operator their how to start making more money: tips and strategies performance directly influences the results of negotiations. Our suggestion is to create an operator evaluation sheet to be as objective as possible in the performance analysis.
How to improve performance:
- create an evaluation sheet;
- creates corporate training opportunities;
- foster a calm and trusting environment;
- provide the best technology tools to achieve goals: software, VoIP, headsets and more.
Our conclusions
Monitoring and optimizing the KPIs of an outbound call center is essential to ensure continuous improvement in performance, increase sales material data and offer a quality customer experience. Regular analysis of these indicators allows managers to quickly identify critical areas, implement targeted strategies and achieve ambitious goals. With the right tools and techniques, it is possible to transform the call center into a highly efficient operational machine, capable of meeting both the needs of the company and those of the customers.
Want to learn how our software solution can help you monitor and improve your call center KPIs? Request a demo or contact us today!