BPO & KPO

 

FACTis – Business Process Outsourcing – BPO & KPO Intelligence Solution


 

How can FACTis BI solutions enable you to change the game?


FACTis BI solutions The most common contact center processes using historical data include: agent scheduling to meet predetermined service levels, real-time skills-based routing to ensure the best available agent receives a call, and account information consolidation with CTI technologies to reduce AHT (average handle time) and increase customer satisfaction. While each of these techniques increase productivity and quality of service by applying information to a highly specific process, their ability to improve productivity beyond the targeted function is constrained.

 

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