Call Quality,Terms

Call quality refers to the efficiency and effectiveness of conversation between a customer and a customer service representative. Call quality is measured by monitoring both the technical side of the call such as call stability as well as how well the customer service representative handles and resolves the problem the customer is facing.

Agent Attrition

What is Agent Attrition? Agent attrition, also known as staff turnover or employee turnover, is the rate at which employees leave an organization. Attrition rates

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