Customers get pissed off when the phone agent rushes through their call, giving them half-baked solutions. At the same time, agents wasting too much time on each call can increase the call minutes and get heavy on your pocket.
That’s why it’s important to determine and ensure an ideal average call handling time in your phone support services. Here, we’ll see how we do it, to achieve the right balance between customer delight and support expenses. (more…)