Call Center Representative

• Inbound calls: Customer support, inquiries, complaints.
• Outbound calls: Sales, follow-ups, surveys.

• The average time it takes to handle a customer interaction from start to finish, including talk time and after-call work.

• The percentage of time agents spend actively handling calls versus being idle.

• The percentage of calls answered within a specified time (e.g., 80% answered within 20 seconds).

• Time when agents are paid but not available for calls (e.g., training, breaks, meetings).

• Calls, emails, live chat, social media, and text-based interactions.

• High workload periods like holidays, billing cycles, or product launches.

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