What is Call Avoidance in Call Centers

Call Avoidance in Call Centers

Given the typically stressful nature of call center jobs and having to consistently deal with an ove...

July 16, 2025
Call Center Call Audit

Call Audit

Conducting regular call audits is a critical part of the call center Quality Assurance and overall c...

July 15, 2025
What is a BPO Call Center

What is a BPO Call Center?

BPO (business process outsourcing) call centers and contact centers have become a popular solution f...

July 15, 2025
What is ASA (Average Speed of Answer)

ASA (Average Speed of Answer)

Average Speed of Answer (ASA) is one of the key metrics call centers should pay close attention to i...

July 15, 2025
What is agent utilization in a call center

Call Center Agent Utilization

Along with other critical call center metrics and Key Performance Indicators (KPIs), call center age...

July 15, 2025
What is agent idle time in a call center

Agent Idle Time

Though call center managers are always looking for ways to maximize the efficiency and productivity ...

July 15, 2025