submit query
Loader

Please fill with your details

  • Captcha refresh
Glossary

What is Average Direct Call-Processing Time?

Average direct call processing time is the amount of time used by a call center agent to manage direct call with customers. DCP is the average time that a call center agent is active on call with customers.

Call processing time is one of the basic tools used by call center service providers to manage and evaluate the performance of the service provider. This information can be used to determine the proper emphasis to place on customer service and post call processing. Also, a floor manager can use these numbers to reduce overall post call processing time and target specific agents that deviate from the norm in both post call processing and direct call processing times. Understanding the call processing time allows a call center to target and improve specific areas of call processing. Call centers must optimize and reflect higher processing time.

Direct call processing time does not include waiting or hold time. The Average DCP time is the time that agents are active on calls excluding total hold time of ACD calls.

The total time that an agent spends in handling ACD calls divided by the total number of calls answered is the formula for calculating Data Call-Processing Time.

Contact Us

Enter the details & we will contact you shortly!

Resource Library

An insight into Call Center Outsourcing

Global enterprises strive to attain service excellence so that they can stay ahead in a competitive environment.

Download Now >

BSNL Augmented Business Performances with Go4customer

TBharat Sanchar Nigam Limited (BSNL) started its operation and installed Quality Telecom in the nation.

Click here to Read >

Getit infomedia optimized business performance with Go4customer.com

GetIt Infomedia is a leading digital supermarket in India

Click here to Read >

Blogs

Outsourcing for Success: How Appointment Setting Services and Customer Support Propel Businesses?

<p style="text-align: justify;">In the realm of a fast-growing business environment, outsourcing has emerged as a dynamic strategy that enables firms to utilize special....

Read more>>

20 Best Call Center Companies in India for 2024

<p>The call center sector is of utmost importance in the field of customer service since it acts as the first point of contact between companies and their clients. Precision, efficiency,....

Read more>>

Our Esteemed Clientele

  • MSME logo
  • Manrega logo
  • GIL Company logo
  • BSNL Company logo
  • NMEICT Company logo
  • hudco Company hudco
  • Relaxo Comapany logo
  • NSEZ Company logo
  • Gail logo
  • MTNL logo
  • timex logo
  • BPCL Company logo
  • HPCL Company logo
  • IOCL Company logo
  • one97 logo
  • AIIMS Company logo
  • Power-Grid logo

Next-gen Call Center Outsourcing at your disposal

We make call center outsourcing a viable choice for businesses to achieve growth. We deliver best call center services by maintaining high training standards, integrating AI and data driven technology and offering 360° customer support. With us, you invest in customer relations built on trust and exceptional experience.