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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Interactions with an interactive voice menu
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.
Business development manager, PFLB
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