+971 45416382
Blogs
29 March
Importance of IVR Services
The term FCR is very popular in call center companies which means “First call resolution”, this metric is very important in measuring the success rate of calls in general and the better it is, the more likely the customer will be satisfied with the call. One of the services that helped in increasing the success rate of FCR in the call center industry is the Interactive Voice Response (IVR) service or automated calls. This service provided many benefits including time management, cost but most importantly is the quality of the call & it’s result, because through IVR; the customer will eventually speak to a specialized agent that can handle this customer’s request and will be less likely to be transferred to another call.
