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Glossary

What is Average Direct Call-Processing Time?

Average direct call processing time is the amount of time used by a call center agent to manage direct call with customers. DCP is the average time that a call center agent is active on call with customers.

Call processing time is one of the basic tools used by call center service providers to manage and evaluate the performance of the service provider. This information can be used to determine the proper emphasis to place on customer service and post call processing. Also, a floor manager can use these numbers to reduce overall post call processing time and target specific agents that deviate from the norm in both post call processing and direct call processing times. Understanding the call processing time allows a call center to target and improve specific areas of call processing. Call centers must optimize and reflect higher processing time.

Direct call processing time does not include waiting or hold time. The Average DCP time is the time that agents are active on calls excluding total hold time of ACD calls.

The total time that an agent spends in handling ACD calls divided by the total number of calls answered is the formula for calculating Data Call-Processing Time.

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