This data then allows them to effectively manage

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Especially since this situation can quickly generate frustration, annoyance on the part of the customer, a negative customer experience and above all a customer rather dissatisfied with your customer service. 'call. conversation time, search time (performed by agents), data entry time, transfer time and waiting time. This is why the average processing time must be as quick and efficient as possible so that the customer is satisfied, without having to be impatient.

This is why, thanks to DMT, companies identify potential problems such as lack of training of agents, lack of speed of software or technologies used and can highlight Belize WhatsApp Number areas for improvement.  their customer service, in particular by reducing waiting time and providing a precise and rapid response in order to offer an operational service.



The dropout rate The drop-off rate, also used by call centers , is an indicator that allows you to evaluate the percentage of incoming calls that are abandoned by the customer, even before they are handled by an agent. Here's how to calculate the dropout rate: Formula to calculate the Dropout Rate This indicator highlights the problems encountered by customers with a company's customer service.