Because every load increase in a contact center leads to a call duration growth, and your business loses money.
If connection quality goes down and audio delays increase, the business has to hire more employees to serve the customers.
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Calls
Web activity
Interactions with an interactive voice menu
Instant messaging
Screen sharing
Delays
Packet losses
Distortions
With an increase in the average duration of calls, the number of operators required to process them also increases. I.e., a typical call lasting 3 minutes and 15 seconds can increase by 12 seconds if there are communication issues.
The cumulative effect is equivalent to an additional 6 contact center operators for every 100.
Muhammed Mehani
Business development manager, PFLB
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