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Cost per call: The total costs associated with running the call center
divided by the number of calls handled in a given period.
Call length: How long it takes to process one customer interaction.
Usually expressed as an average. See Average handle time.
Calls in queue: A real-time report that refers to the number of calls
received by the ACD system but not yet connected to an agent.
End of Call Disposition: Call status labeling the purpose of an
outbound call. This label tells the reason the call was made; including
but not limited to confirmation of details, scheduling appointment or
resolution of incidence.
Completed Call: A contact that is handled to completion by an agent,
or in an outbound dialing scenario, a contact that has been through
maximum recycle attempts.
Using the following suggested useful phrases and language
vocabulary make up a dialogue about ending a call.
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