Technologies also help to set up the process

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All actions of the operator should be optimized for the main task - calls, which increases the total number of contacts per day. Average talk time Average call duration is also a critical factor. There are two main types of calls: those that lead to a decision (Decision-Making Contacts, DMC) and those that do not lead to a deal or solution. Call center specialists must be able to differentiate between these types of calls and understand which ones require more time to complete successfully. For example, cold calls to present services to a customer may require more time than servicing an existing customer who is simply making a request for information.

Average call duration affects the number of italy business mailing list calls a call center agent is able to make during a working day. Dialing speed Modern automatic dialing systems can significantly speed up the call, freeing the operator from the need to manually dial each number. The speed of the automatic dialing system and the effective distribution of calls between employees also affect the number of calls that each employee can make per shift. in such a way that the call is forwarded to the operator only when the subscriber has already picked up the phone.



This eliminates empty calls and helps reduce downtime, which increases the overall productivity of the center. Average request processing time After completing a call, an agent may spend several minutes entering data, generating a report, or performing other tasks related to a customer request. It is important to minimize this time with effective automation tools so that the agent can move on to the next customer faster. Optimizing the request processing process is another step toward increasing productivity. Working conditions The conditions in which call center specialists work are also important.