Call Handling Time

Key Aspects of Call Handling Time:

• 1. Components of Call Handling Time
  • Talk Time: Duration spent actively speaking with the customer.
  • Hold Time: Time the customer spends on hold.
  • After-Call Work: Completing tasks like logging call details post-interaction.
• 2. Factors Affecting Call Handling Time
  • Customer Complexity: Difficult queries require more time.
  • Agent Skill Level: Experienced agents handle calls faster.
  • System Efficiency: Slow or outdated systems can extend handling times.

Strategies to Optimize Call Handling Time:

• 1. Training Programs: Equip agents with the skills to resolve queries efficiently.
• 2. Knowledge Base: Provide quick access to information and FAQs.
• 3. Call Scripts: Use structured scripts to streamline conversations.
• 4. Efficient Systems: Implement fast and reliable software tools.
• 5. Regular Feedback: Monitor performance and provide improvement tips.

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