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Best practises in improving call handling performance

To run a successful call handling operation takes a lot of efforts and planning. A good starting point is to set and communicate 3 important goals, establish performance targets and ensure your teams know how to achieve and exceed these targets.

Another important aspect of efficient call handling is managing peak call periods. It is absolutely crucial to have the right amount of staff answering calls during these periods and this can be easily calculated by looking at the callers’ previous behaviour statistics. On top of this, call centre agents should be trained to answer all sorts of calls in order to reduce queues which can so easily cause customer frustration.

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