The response rate of a call center varies depending on the status of the operator and the status of the inquiry. There are three main reasons for a decrease in the response rate:
A lack of operators who can respond to incoming calls will cause a low response rate.
In addition! the response rcs data rate may also be reduced due to! the skill of the operator. This is because! newcomers often take longer to handle calls than! experienced operators who are used to handling calls. The response! rate may also be reduced due to the time it takes! to process calls after the call.
Increase in the number of incoming calls
When the number of incoming calls increases, the response rate will decrease if you use the same call center structure as before. Inquiries will increase when you hold an event to launch a new business or release a new product, or when you run a promotional campaign. A temporary increase in the number of incoming calls can learn how to put together your annual marketing plan occur not only due to business conditions, but also due to problems with products or services. If you do not have a call center structure that can respond flexibly, it will be difficult to respond to problems in emergencies.
Increased average handling time
A longer average handling time (AHT) will cause a lower response rate. Average handling time is the average time it takes an phone database operator to handle one call.