Facts About Call Center Software

  • Call center software is primarily based around the agent’s ability to access better, faster information.
  • Condado Group Study reports, “only 8% of respondents stated that agents fully understood how a caller’s household fitted together economically, which would allow an agent to suggest suitable cross-selling and up-selling initiatives.”
  • Altitude Software study says, “Only 5% of respondents are 100% outbound, with almost three-quarters doing some mixture of inbound and outbound.”
  • A Left Bank Solutions study reports, “86% of respondents use some form of workforce management solution, even if it is just a simple set of Excel macros that have been developed in-house over the years.”
  • According to a Syntellect study on ways a customers can contact a business, phone is obviously the most popular method for contact.

 

 

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