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Factors Determining Number of Calls to be made by Call Center Agent

By John Smith Subscribe to RSS | March 12th 2012 | Views:
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The agents and the callers are made to work on different shifts for a particular time period and they are asked to work on a particular number of calls. These specific calls as expected from the callers are made to heighten the efficiency of the callers. The main aim of the call centers outbound process is to render enhanced lead generation so they set targets for the callers.

There is an average record set for the callers as widely accepted, to make the number of calls. A single caller is able to take a call and continue the interaction process of the call ranges something in between 33 minutes to over 40 minutes or to specify in other times the caller takes 55 to 66 % of their time to talk to a single customer in an hour. The rest of the time is spent on some of the extra work like managing the process before the call or preparing for the next call. The bespoke campaigns that are taken up also add up extra time to a call.

There are some of the factors that judge the number of call made or to be made by the caller maintaining the quality of each of the calls and making each of clients feel that they are the valued customer.

The time depends on the quality and the quantity of the data base list

If the quality of the outbound calling customer list is poor then the caller might have to dial greater number of calls. But this won’t be a problem as you might find that some of the calls might end in no decision or the numbers so listed are wrong.

Need to depict the average talk time

The callers understand the callers and the designate the time for the calls according to the non-decision making contacts and decision-making contacts. The talk times that are assumed depends on the type of calling like whether making the calls pertaining to survey, sales contact or service.

The dialers speed

The dialer should be efficient enough to transfer the calls to the callers. The flow of transferring the calls should be persistent. The very important factor of sending the calls and then receiving them is the availability of the caller in his place to take the call. Moreover the time is also taken up when the call goes on ringing and remains unattended, the calling time till receiving and some other parameters that depict the dialer time.

Make sure of the environment is call friendly

If the environments in which the calls are made are noisy then the time taken to complete the call would be more. If the deal is tough or the customer is a very important prospect of the deal then the time taken by the caller to make the customer understand the plan might take longer time.

These are the factors if taken care of will make you attain a decent call per day or an hour. However the data quality and the usage of the same will also decide the time taken and the number of calls done by the callers.

John Smith - About Author:


The outbound calling campaigns that are made to draw more customers by a call center at times might take longer time.

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