HoduSoft

  First Call Resolution (FCR) is one of the key metrics for any call center. A good FCR indicates higher customer satisfaction and operation efficiency. This metric is used to measure the company’s ability to resolve customer issues on the first call or contact itself, eliminating the need to take follow-ups. If you are wondering, what is a good FCR rate, then as per a report based on post-call surveying, a good FCR rate standard is 70% to 79%. Call centers that have an FCR rate of 69% or lower are categorized as performing low and should focus on enhancing their FCR performance.  Conversely, the benchmark for a world-class FCR rate is 80% or above, which numerous call centers aspire to attain. In this blog, we will explore the significance of FCR, the key metrics and performance indicators associated with it, and how to effectively measure and improve FCR in your call center. The Significance of FCR  FCR plays a crucial role in ensuring customer satisfaction and loyalt...

  The term “BPO,” short for Business Process Outsourcing , has gained significant popularity in recent years. But what exactly is a BPO contact center, and what role does it play in today's business world?    In this article, we'll delve into the world of BPO contact centers to provide a comprehensive understanding of their functions and significance.   What is a BPO contact center?   A BPO contact center, often simply referred to as a " contact center ," is a specialized facility or service provider that handles various aspects of customer interactions on behalf of client companies. These interactions can include customer support, technical assistance, sales inquiries, order processing, and more.    BPO contact centers serve as a centralized hub for handling incoming and outgoing customer communications via multiple channels, such as phone calls, emails, live chat, social media, and even SMS.   Core Functions of BPO Contact Centers   Custo...

  Unified Communications as a Service (UCaaS) has become an essential technology for businesses seeking efficient and cost-effective communication solutions.  According to a report released by Fortune Business Insights, the global UCaaS market size was valued at USD 28.43 billion in 2022. It’s projected to grow from USD 32.01 billion in 2023 to USD 85.77 billion by 2030, exhibiting a CAGR of 15.1% during the forecast period.   UCaaS providers are continually innovating to deliver the best services to their customers. One key element in this ecosystem is the multi-tenant Private Branch Exchange (PBX) system, a powerful tool that enhances the capabilities and offerings of UCaaS providers.   In this blog post, we'll delve into how multi-tenant PBX systems are incredibly useful for UCaaS service providers. Here are some ways multi-tenant PBX systems benefit UCaaS service providers:   Cost efficiency Implementing a multi-tenant PBX system significantly...

  In today’s digital world, effective communication is the key to success for every business.  Managed service providers (MSPs) and Internet service providers (ISPs) play an important role in ensuring flawless communication for their customers. With the help of Internet Protocol Private Branch Exchange (IP PBX) software, MSPs and ISPs can help businesses manage their phone systems, reduce costs, and improve communications. In this blog, we will explore some of the key tips for managing IP PBX software for MSPs and ISPs. Here are some of the valuable tips.  1. Stay Up-To-Date With The Latest Trends  IP PBX is a constantly evolving technology. Every now and then, new features and functionalities are being introduced for the users. As an MSP or ISP, it is vital to stay up to date with the latest trends and advancements in the field of IP PBX. Taking part in industry events and seminars, engaging with well-known vendors, and reading relevant blogs can help to stay infor...