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Glossary

What is call strategy?

Call strategy is the way of establishing an interactive and productive phone call with our clients and customers. Its objective is to maintain diligence and resolute interaction for improving the customer experience. Every call center has its norms and regulations for maintaining high-quality customer interactions. It starts from the call opening statement until the closing statement and all the quality parameters that are sacrosanct for every agent. 


There is no hard and fast rule that comes with an effective call strategy. We mostly make improvisations based on the corresponding circumstances. There are a lot of key performance indicators (KPIs) such as Net promoter Score (NPS), Customer Effort Score (CES), Customer Satisfaction (CSAT), First Contact Resolution (FCR), First Response Time (FRT), Customer Retention Rate (CRR), Customer Churn Rate (CCR), etc. 


  • All of these metrics are designed to supervise different aspects of call center calls. For example, NPS is a scoring system presented on the customer’s screen at the end of every interaction. Customers rate their experience through NPS. 

  • Similarly, there is an average call handling time (ACHT) that measures the amount of time taken by the agent for finishing the call. A call strategy must adhere to all of these protocols and it is built to improve customer satisfaction or experience. 

  • All these strategies mesh together to form a common call strategy. Call strategy encompasses the objectives that are specific to call center management. The responsibility of implementing these strategies falls on the shoulders of agents. 

  • Call centers were always been the most preferable mode of communication for customers. As compared to other channels like chat, messaging, and emails; calls are the most impactful method of providing customer service. 

  • Since calls play a pivotal role in providing excellent call center service, they need to be strategized to maximize customer retention, satisfaction, and sales conversion.  


The daily call center operations face multiple unprecedented hiccups, often while handling the customers. Having a strong call strategy is necessary for the continuity of successful business operations because customers are the supporting pillars of every organization. A call strategy is developed after analyzing all the scenarios of customer interactions. 


An effective call strategy also comprises training the agents, workforce scheduling, generating new ideas for better customer interactions, upscaling the skills to understand the customers better for providing better resolution, and much more. A call strategy’s success depends on the agent’s compliance with various quality and process-related parameters. 


Conclusion: On the whole, a call strategy involves many things: developing call metrics, gauging the agent’s performances, analyzing the KPIs, training the agents, monitoring the conversion rates, tracking customer satisfaction rates, and many other things. It depends on the specific needs of the call center. 


For instance, some call centers have enough agents so they have no issues with the bandwidth. Therefore, they do not need to worry about the customer wait time. However, the quality of the call is somewhat compromised. In those cases, they will need to work on agents' adherence to quality parameters to ensure high-quality calls. 


Having that said, the call strategy must be developed after contemplating the ongoing issues and respective problems. It also involves foreseeing the possible issues that can disrupt the call center operations in the beginning. 


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