What is Hold Direct Call Processing Time (HDCP)?

HDCP is an amount of time spent by call center agents with an ACD call placed on Hold. The hold time is measured with the time that agent spends on ACD call put on hold to the time the agent becomes active on the call again or the caller abandons the call. Hold time does not include direct call processing (DCP) time; the DCP time is the time when call center agents are active on the customer calls thereby assisting and resolving issues related to the products/services offered by the company.

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What is Hold Direct Call Processing Time (HDCP)?

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What is Hold Direct Call Processing Time (HDCP)?

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