A call center is a centralized support team made up of customer service agents who answer and make calls for a company. Although customers prefer to use digital channels for faster solutions, they still expect voice options when they need personalized support. By facilitating live conversations with artificial intelligence agents or human representatives, call centers help establish a good relationship, gather details, and design solutions that can resolve these important concerns and ultimately increase customer loyalty and satisfaction. Simply put, call center productivity refers to the total work done by agents in a specific time.
It's about how quickly they complete their tasks.
