A mishandled call means a great deal to many technical support call centers. To customers this is the least expected scenario. To a contact center, this occurrence is to be avoided like the plague.
Technical call center agents need a good understanding of how the product works and how customers usually use the products. Trainers and quality control are tasked to analyze mishandled calls and suggest actionable items to avoid a similar situation for the tech support agent.
Magellan Solutions can help businesses deal with this issue and deliver the best experience to customers. Visit http://www.magellan-solutions.com for details.