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Glossary

What is Answer rate?

Answer rate is a key metric to understand the efficiency of a call center service. Answer rate is simply the number of calls answered in comparison to the number of calls received by the call center BPO. Business firms with higher answer rates are considered to be more effective because of less number of customers or callers being turned away. With the help of this technology, help desk outsourcing companies measure efficiency, performance, and degree of accessibility of their callers.

The service providers efficiently answer all incoming calls and maximize the flow of phone calls. Outbound call centers seek numerous measures and work on strategies to cut down the amount of standard customer waiting time and increase answering rate of the calls. It helps operations to perform in a more cost-effective manner than ever. Interactive voice response (IVR) solutions have evolved tremendously over the years. Customers see it as a great way to save time and move at their own speed. It is important to invest in the latest IVR solutions at the best results.

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