2. Reducing call center hold time

Learn the response to the first question in SearchCRM.com's exclusive call center agent quiz. Read the answer and more detailed information on workforce optimization and call center performance.

2. Reducing call center hold time
Which of the following is not an effective way reduce hold time in the call center?

a) Staff up to meet demand
b) Offer more or better self service
c) Limit callers to one request per call
d) Reduce handle times through improved processes, training, system enhancements, or other changes.

ANSWER: C

According to call center expert Lori Bocklund, President of Strategic Contact, Inc., there are a few effective methods for reducing hold time in the call center.

"Your options to reduce hold time are to: staff up to meet demand, offer more or better self service, or reduce handle times through improved processes, training, system enhancements, or other changes," Bocklund said.

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This was first published in August 2006

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