Call Centers

 

01. Customer Operations

02. Activation & Collection

03. Call Handling Process (IVR & Scenarios Processes & Procedures)

04. KPI’s & Performance Management

05. First Call Resolution (FCR)

06. Customer Loyalty & Retention, Customer Life Cycle Management

07. Customer Relationship Management (CRM)

08. Customer Segmentation, Customer Experience

09. Customer Satisfaction Survey & Score (CSAT)

10. Customer Effort Score (CES)

11. Net Promoter Score (NPS)