Responsetek

MAY 8, 2018

The management team at one of the world’s leading banks had a specific need in mind when they engaged with ResponseTek. They wanted to know why 60% of their online loan and mortgage application forms were abandoned before submission. An example of this customisation can be seen using first-call resolution (FCR).

CEM 40

CEM Strategy Insurance Abandon Rate 40

Call Experts

JULY 27, 2023

Important metrics that you want to make sure you understand include time to answer, abandonment rates, and uptime. At Call Experts, we routinely hit industry standards and have even received Platinum certification from our industry partner ATSI. Typically we strive to answer 80% of our calls in 30 seconds or under.

Call Center 52

Call Center Customer Service e-support Contact Center 52

NobelBiz

AUGUST 11, 2022

Key information (activity, location, prior purchases, outstanding bank balances, and so on) is displayed at a glance to handle any customer concerns as fast as possible and to further enhance and personalize the customer experience. As a matter of fact, NobelBiz scores one of the highest First Call Resolutions in the entire industry.

Contact Center 52

Contact Center Call Center Multi-Channel Abandon Rate 52