Author: CallCentertalks

Concurrency and its Calculation in Call Center A call center serves as a hub for handling a substantial volume of calls or chats daily. To make sure no calls or chats…

How to improve FCR in Call Center FCR is one of the key metrics in the Call Center. FCR is directly proportional to CSAT, which means if FCR is higher…

KRA of Trainer in Call Center The Trainer plays a pivotal role in any organization. Just to let you know, after HR the first formal interaction of a new candidate…

Importance of Role Play Sessions in Call Center Call Center aka BPO is a customer-driven industry. Hence to deliver a high CSAT (Customer Satisfaction) the call center staff, especially call…

How to Calculate Shrinkage in Call Center One of the important key metrics in the call center is “Shrinkage”. Shrinkage denotes absenteeism in the call center. A higher shrinkage can…

Types of Call Center Dialers A call center is a place where tons of calls and chats are attended by call center agents daily. Call centers generally are of 2…

Steps to Choose the Right Career Path It’s crucial to pick the best career path at the right time because failing to do so can have negative consequences for your…

What is VOIP in Call Center A call center uses different technologies to connect with customers. Voice, chat, and email are a few of them. However, with the advancement of…

A to Z Call Center Dictionary and Terminology If you are working in a Call Center or BPO industry, you must have heard or read some abbreviations and terms you…

Important Tests for a Call Center Interview In today’s competitive environment, selecting the right candidate from a pool of skilled applicants has become challenging. This is particularly true in the…