numero dramatically improves first-time resolution and agent productivity for major UK call centre operation

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Published on 29 January 2012 by in Thought Leadership

A leading UK contact centre manned by hundreds of agents handling hundreds of millions of transactions annually has completely re-engineered its business processes with the help of numero. One of the ground-breaking outcomes of this large-scale project has been a fundamental re-assessment in the way the business measures, monitors and evaluates the performance of its contact centre operations. Thanks to numero, the client no longer focuses on the simplistic and dated measure of average call handling times choosing instead to focus on more business critical factors such as customer satisfaction, first time resolution and productivity.

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