CSAT vs NPS: How to Run a Post Call Survey in a Call Centre
CSAT vs NPS explained: formulas, when to use each, and how to run a short post call survey by IVR, outbound voice…
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Category: Contact Centre
Contact centre guides from BitVoice: queues, monitoring, remote agents, CRM click to call and omnichannel voice and WhatsApp.
What Is IVR? Meaning, How an IVR System Works, Types and Benefits
What IVR means, how an IVR system works with prompts and keypad tones, types of IVR from menus to AI voice agents,…
Call Centre Glossary: 50 Terms and Abbreviations Explained
Call centre terminology in plain words, A to Z: ACD, AHT, ACW, ASA, barge, CSAT, FCR, IVR, occupancy, service level, wallboard, whisper…
Cloud vs On-Premise Contact Centre: Which Is Right for You?
Cloud vs on-premise contact centre software compared: recordings, CRM access, remote agents, phone lines and when each model suits Indian businesses.
Inbound vs Outbound Call Centre: Differences, Tools and Measures
Inbound vs outbound call centres compared: what each does, the tools and KPIs each needs, blended teams, and how to do outbound…
Call Centre Agent Status Codes: States, Aux and Break Codes
Agent states explained: available, on call, wrap-up, break, paused and offline, with break reasons, auto closure and fair reporting on agent time.
Lead Management in a Call Centre: Lists, Forms and Recycling
How call centres manage leads: campaigns, lead forms, custom fields, dispositions, lead recycling, missed-call callbacks, CRM and WhatsApp follow-up.
Call Centre Reports: What to Check Daily, Weekly and Monthly
The call centre reports a manager needs: missed and abandoned calls daily, agent performance and IVR drop-offs weekly, trends and call reasons…
Call Centre Agent Training: A 2 to 3 Week Onboarding Plan
A practical call centre agent training plan: product and system lessons, call listening, shadowing, supervised live calls with whisper coaching, and refreshers.
Skill Based Routing: Match Every Caller to the Right Agent
How skill based routing works, building a skills matrix for languages and products, and setting it up in Voxdial with inbound groups…