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This requires moving beyond outdated metrics like call volume or average handle time and focusing on what really mattersfirst call resolution, customer satisfaction, and long-term trust. Ensures no customer feels ignored, improving overall callcenter performance. Overstaffing burns through your budget.
High ACW reduces agent productivity and limits how many customer calls your team can handle, impacting the callcenter’s overall performance. Formula: Minutes spent on after-call work Number of calls handled How to Reduce ACW: Use callcentersoftware to automate note-taking and data entry.
High ACW reduces agent productivity and limits how many customer calls your team can handle, impacting the callcenter’s overall performance. Formula: How to Reduce ACW: Use callcentersoftware to automate note-taking and data entry.
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