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Decode Your Short Calls and Save Big
Without further information and definitions of short and unproductive calls, it is difficult to suggest a way to reduce them. Benchmark figures predict a range of about 15 – 25% of calls falling within that category. . Business owners need to understand is that there is still a significant cost attached to these calls. They need to look for patterns or anomalies - high levels of transferred calls, individual agents with unusually high numbers of short calls, particular inbound numbers with high numbers of short calls - and drill down from there
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