Q

Reducing short calls and unproductive calls

Reducing short calls and unproductive calls in the call center may require self-service or quality scoring, says call center expert Lori Bocklund, but defining "short" and "unproductive" is key.

I currently manage 48 people supporting different telecom products. We have 9% of short calls and around 17% of unproductive calls in the call center. Is there a way that I can reduce my short calls and unproductive calls?
Without further information and definitions of short and unproductive calls, it is difficult to suggest a way to reduce them. You may want to look at self-service options, and you may need to balance your performance by considering quality scores for these calls.

If you'd like to provide more information on your definitions, perhaps we can help you further.

This was first published in June 2007

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