FLR

First Level Resolution: First Level Resolution (FLR) is a percentage measure of a contact center’s success rate in answering customer questions at the first time of asking. Netfor works with each client individually to develop Knowledge Articles that directly and positively impact our ability to answer every customer’s question the first time.

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QCB

Queue Call Back: Instead of forcing callers to...

SLA

Service Level Agreement: A service-level...

BPO

Business Process Outsourcing: The outsourcing of...

TCO

Total Cost of Ownership: An unbiased calculation...

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