Perhaps a reminder is needed to ensure that customer service agents are as clear as possible when bolivia phone number resource speaking to customers. If the script bogs down the call, the script needs to be reevaluated and adjusted as needed. Average End Time (awt) This is the average time it takes for an agent to end a call. Some sales activities don't have much closing time because most of the information is completed while talking to the customer. Sometimes, additional information must be recorded before the call is fully completed.
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This metric is crucial for evaluation because it helps understand how long it takes agents to complete a call. The more time an agent spends on the phone, the greater the opportunity to improve call quality. Are some agents unable to efficiently answer the next call after a call? Is ending the call or recording a hassle and needs to be re-evaluated? Is there a way to simplify summarization to improve awt? Dials per hour (dph) This metric is defined as the total number of dials divided by the total number of hours.