What is a Handled Call?

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.
• Workforce Management: Ensuring adequate staffing levels to handle call volumes.

Related Terms

• 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.