Glossary

What is Agent Occupancy?

The percentage of active call handling in both inbound and outbound process including the wrap-up time that involves tasks like updating details like customer name and the reason for contact. It is the assessment of how occupied agents working in a call centre are and it immensely affects the overall competence of agent groups and call centre.

Blogs

How do Multilingual Call Centres help Global Brands?

At the present time, every company wants to establish its business in the global market as that’s how mammoth profit levels can be secured. However, handling customers globally isn&rsquo....

Read more>>

Pros and Cons of Outsourced Call Centre Services!

<p>Which is correct, to outsource or not to outsource? This is the most frequently asked question by several businesses even today! Although, with increasing business competition, many c....

Read more>>