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CALL CENTER ANALYTICS:
OPTIMIZING OPERATIONS & IMPROVING
CUSTOMER SATISFACTION

About the Client

Leading Property Services Provider in London, UK

Business Objective
  • To optimize operations of the call centre and improve customer satisfaction

    • Challenges
  • Number of agents required to resolve customer calls could not be determined accurately due to lack of visibility on future call volume
  • The type of customer queries allotted to agents did not match with their skills leading to delay in query resolution





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