Call Duration

Explanation:

Call duration refers to the length of time a call lasts from the moment it is answered by an agent to when it is concluded. It is an important metric in call centers for measuring efficiency and understanding the complexity of customer interactions.

Best Practices:

• Set Optimal Timeframes: Establish reasonable call duration targets based on the nature of the call (e.g., quick inquiries vs. technical support).
• Monitor for Efficiency: Track call durations to identify areas where agents may need further training to handle calls more efficiently.
• Balance Quality and Speed: Focus on reducing unnecessary call time without compromising the quality of service.
• Use Data for Improvement: Regularly review call duration trends to pinpoint opportunities for process improvement or agent coaching.

How Daktela Can Help:

Daktela's system provides real-time tracking of call durations, allowing managers to monitor performance and identify calls that may be taking longer than necessary. Daktela Statistics offer insights into average call lengths, helping businesses set benchmarks and optimize workflows. Additionally, Daktela's CRM integration gives agents quick access to customer history, which can help reduce call handling times by providing immediate context for customer issues.