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Glossary

What is Error Rate?

Error rate is a term that describes the degree of errors encountered during data transmission over a communication or network connection. The higher the error rate, the lower the reliability of the connection or data transfer. For instance, when a customer purchases an item from e-commerce website and calls the customer support for placing an order. While placing an order, the agent mistakenly enters wrong address owing to which the product cannot get delivered. This results in return of the order to the warehouse, which requires additional space and handling effort for the shipping department. The shipping department makes a certain inquiry in order to find the correct address and completes the transaction while the contact center might face customer frustration. Such mistakes occur due to a simple error made while placing an order. Such circumstances may bring a bad name to the organization.

Call center outsourcing companies have created a set of standards and strategies in dealing with this attribute. Error rate is measured by the ratio of the errors, made over a number of transactions. The higher the error rate, the higher the operational cost. Therefore, the higher should be your priority to fix such problems. Error rate can be improved with the help of automated verification process. Automated verification technique makes sure that the street address matches with that of the postal code, and the credit card number entered belongs to the same customer.

The service providers have team(s) of skilled professionals who strive hard to make customers happy and satisfied. They leave no stone unturned in fulfilling the demands and expectations of customers. Thus, the agents should double check the address details of the customer before shipping the order.

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