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Improve your call center efficiency (and don't make these 3 mistakes)

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Austin Guanzon

Customer Support Manager - Tier 1

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Contact Center Operations

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📚 Further reading:

We did a study on how hold times affect customer satisfaction. Check it out!

💡 Dialpad tip:

One pitfall that supervisors tend to fall into with FCR is that you don’t want to overindex on this metric—just because you’re getting through customers quickly doesn’t mean you’re providing a good customer experience If your call center agents have a high FCR, but waste a lot of time on routing callers back and forth, callbacks, and escalations, then that defeats the purpose and makes for a less efficient contact center.

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A contact center platform that's designed to help you run things smoothly

See how Dialpad Ai Contact Center can help both agents and supervisors get more done, more quickly. Book a demo or take a self-guided interactive tour of the app on your own first!