Glossary

What is an accepted call?

An accepted call is a call that has been successfully made between a call center agent and a customer. Call centers make use of automatic call sequencer (ACS) technology to handle influx of incoming calls. With the help of this device, agents are signaled that the customer is kept on hold and waiting in the queue for calls to be received. Higher the number of accepted calls, lower is the customer frustration; eventually it helps in lowering the waiting time of the customer on hold.

The amount of time a call center agent spends on the phone is directly related to the cost of that call. More the time spent by call center executives, higher is the cost of the call. The more efficient the agent, the lower the overall cost of the operation. Call center services providers follow several scientific methods to manage customer calls and minimize the waiting time.

In the business landscape, call center outsourcing has become the primary contact point for customers, and they serve as a key through which business firms create in a long-term relationship with their customers. The professional customer care centers efficiently handle incoming calls of customers and address their queries/concerns in an appropriate manner. As we all know that sales call is the lifeline of business, no organization can afford to miss a sales call.