It’s vital to ask the right questions to determine the efficacy of inbound and outbound customer interactions. Look at the customer feedback. Consider what customers bring in the most revenue. Do they require the most interaction? Which customers spend the most time on the phone? How many calls are missed? What patterns are related to missed calls? How long will customers wait before giving up? Many missed calls are returned? What is the cost of not returning a missed call?
Further, consider your busiest hours for customer interaction. Are more staff members needed, or can you use technology to aid support?