If you are not meeting your goals, I would start with a careful analysis of why contacts are not closing. You can do this through some call observations, focus groups with staff, and data analysis. Once you have a sense for why calls are not being resolved, you can begin to address the problems – whether they reside in the center itself, or with some other part of the business that the center relies on.
You may also need to dig into how the target was set. It may be that you have an unrealistic target and need to make the case for that. The analysis will help you gather the information you need either way.
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