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Glossary
Glossary | D | What is direct call processing

What is Direct Call Processing?

Direct call processing is the amount of time that an agent spends to manage direct call with customers including warm wishes or greetings like ‘hello’ to ‘goodbye.’ DCP is calculated as duration of ACD call or the length of a customer call, from the time the agent answers the ACD call to the time when either the customer or the agent disconnects the call. DCP is an important tool used by call center outsourcing companies to manage and assess the performance.

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