A handled call is a call that has been successfully managed by an agent from the moment it is answered to the conclusion of the interaction. This includes addressing the caller’s needs, providing necessary information, and ensuring the call is resolved or appropriately escalated.
How to Calculate Handled Call
Handled calls can be calculated by counting the number of calls answered by agents and successfully managed without being blocked or abandoned. This metric is often tracked in call center software and can be expressed as a percentage of total incoming calls.
Why Handled Call Matters
Handled calls are crucial because they directly impact customer satisfaction and the overall efficiency of a call center. High rates of handled calls indicate effective customer service, leading to better customer retention and positive brand reputation.
Factors Influencing Handled Call
Several factors can influence the number of handled calls:
Agent Training: Well-trained agents are more likely to handle calls effectively.
Call Volume: High call volumes can overwhelm agents, leading to abandoned calls.
Technology: Efficient call handling systems and software can improve the rate of handled calls.
Work Environment: A supportive and well-organized work environment can enhance agent performance.
Strategies to Improve Handled Call
Training Programs: Regular training sessions to improve agent skills.
Efficient Call Routing: Using technology to route calls to the most appropriate agent.
Monitoring and Feedback: Regular monitoring of calls and providing feedback to agents.
Abandoned Call: A call that is terminated by the caller before being answered by an agent.
Blocked Call: A call that cannot be connected due to network issues or call center capacity limits.
First Call Resolution (FCR): The percentage of calls resolved on the first interaction without the need for follow-up.
Conclusion
Handled calls are a key metric in evaluating the performance of call centers. By focusing on improving the rate of handled calls, businesses can enhance customer satisfaction, improve operational efficiency, and achieve their service goals.
How NiCE is Redefining Customer Experience
NiCE offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.
If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For general questions or customer support please visit our Contact us page.
