Average Handle Time (AHT): Formula and How to Reduce It
What average handle time includes, the AHT formula with an example, how to read it per agent and queue, and six ways…
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Tag: Contact centre
CSAT vs NPS: How to Run a Post Call Survey in a Call Centre
CSAT vs NPS explained: formulas, when to use each, and how to run a short post call survey by IVR, outbound voice…
What Is IVR? Meaning, How an IVR System Works, Types and Benefits
What IVR means, how an IVR system works with prompts and keypad tones, types of IVR from menus to AI voice agents,…
Call Centre Glossary: 50 Terms and Abbreviations Explained
Call centre terminology in plain words, A to Z: ACD, AHT, ACW, ASA, barge, CSAT, FCR, IVR, occupancy, service level, wallboard, whisper…
Cloud vs On-Premise Contact Centre: Which Is Right for You?
Cloud vs on-premise contact centre software compared: recordings, CRM access, remote agents, phone lines and when each model suits Indian businesses.
Inbound vs Outbound Call Centre: Differences, Tools and Measures
Inbound vs outbound call centres compared: what each does, the tools and KPIs each needs, blended teams, and how to do outbound…
AI Call Summary: How Transcripts and Summaries Help Agents
How AI call summaries and transcription speed up hand-overs, wrap-up and quality checks, where to be careful, and how they fit a…
DPDP Act and Call Recording: A Guide for Indian Call Centres
What the DPDP Act 2023 means for call recordings, CRM data and WhatsApp chats: notice, consent, purpose, retention, access control and breach…
Call Centre Agent Status Codes: States, Aux and Break Codes
Agent states explained: available, on call, wrap-up, break, paused and offline, with break reasons, auto closure and fair reporting on agent time.
Lead Management in a Call Centre: Lists, Forms and Recycling
How call centres manage leads: campaigns, lead forms, custom fields, dispositions, lead recycling, missed-call callbacks, CRM and WhatsApp follow-up.