19 C Trolley Sq, Wilmington, DE 19806-3355, United States.
24/7 Hours
19 C Trolley Sq, Wilmington, DE 19806-3355, United States.
24/7 Hours
Also often referred to as Percent Utilization; percentage of time spent in handling incoming calls in comparison to time spent sitting idle; formula = (workload hours / staff hours)
System or software programs that can be used without needing further development or modification
The effort made by a caller to get to a contact center and may remain answered or receive a busy signal. The caller can also hang up
Outside the peak-hours or hours of heaviest use; during off-peak hours, calls are charged for low
Using outsourced services from other countries
Also often referred to as Longest Delay in Queue (LDQ) or Longest Delay; the longest time span for which a caller waits in queue before disconnecting or connecting to an agent
The time taken for an agent to make a call and get connected
Also often referred to as Agent; customer service representative who takes care of incoming calls and messages
A contact center operating in regards to outgoing calls as opposed to incoming calls
A company that gives BPO or outsourcing services to other businesses
Handling of call center tasks to third parties which specialize in these tasks
Callers moving from one group to another
