From agent answering the customer call to resolving the issues in one setting.
Hello! I want to ensure that I understand the question. Are agents having to call customers back in order to resolve their issues or concerns? If so, I would ask how well-versed are the agents in the business/product? Do you have a knowledge base or ongoing training to help the agents to stay on top of the changes in questions that are being asked and how to resolve certain issues?
I'd love some more information about the timing and reasons behind the timing to make a better recommendation.