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How Emotional Connections with Customers Pay Rich Dividends? |
First call resolution is the most important metrics in evaluating the performance of agents within outsourced call centers in India. Marking this as the priority metric helps the managers evaluate the performance of their wards. But recent studies have suggested that any outsourced call center in India should focus more on forming an emotional connection with the customers. Dry calling or answering is not helping brands grow their market base or keep their customers glued. So, rapport building is the recent buzz word in the call center world. |
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