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In short, they needed a cloud solution that could handle their business’s complexity and empower them to configure and integrate the system to fit their needs. They looked at a few systems and eventually invested in Oracle B2C Service in May 2013 and later added Oracle Field Service.
AverageHandleTime (AHT). This is the elapsed time between when an agent answers a call and when the agent disconnects with them. . The average cost per outbound telemarketing call in the Philippines is $6/hour, and the averagecall per agent is around 70. FirstCallResolution (FCR).
Big brands adapt different KPIs (or Key Performance Indicators) to help them make decisions, set strategic objectives, and evaluate business processes in real-time. Here are some indicators companies use: FirstCallResolution. AverageHandleTime. AverageTime in Queue.
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