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Glossary

What is Average Incoming Call Time?

Average Incoming Call Time is the amount of time that a call center agent spends in attending incoming calls of customers and resolving their queries. Call time is calculated by dividing the total duration of all calls attended by agents divided by the number of calls received by the agent on his/her phone extension. Customer service is a vital provision for customers. Incoming calls are voice calls that a customer makes to a call center outsourcing company and and is answered by the representatives of the service provider. Customers calling on the toll free number of support service provider are looking out for real time help.

The representatives of inbound call centers are available round-the-clock at the service of their customers. The service providers make use of effective software and strategies to adroitly resolve issues that customers face with his/her products and services. The call center agents pay heed to callers and evaluate their needs by offering the best possible support to customers. The service providers must be resourceful and work in cooperation with customers via telephone, email, or web chat. Sometimes inbound calling involves "upselling" of products and services, managing customer financial accounts, or offering product/services or even technical support.

A call center agent must have a clear voice and good command over the language in which the support is being provided to customers. They also need to be proactive listeners. They should skillfully identify customers’ needs and provide best help to customers. In an ideal scenario, the amount of time incurred in handling incoming calls of the customer should be reduced, so that more incoming calls can be received by the call center service provider.

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