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Glossary | N | What is next available agent

What is Next Available Agent?

Next Available Agent (NAA) is a call center service strategy used to route incoming calls to the next available agent in the queue, based on availability and readiness to take the call. The NAA strategy is often used in call centers where the goal is to reduce the average wait time for customers, while also optimizing agent productivity.

When a customer calls a call center that uses the NAA strategy, the call is automatically routed to the next available agent in the queue. This ensures that customers are connected to an agent as quickly as possible, and reduces the time they spend waiting on hold. If all agents are busy, the call is placed in a queue and the customer is informed of their estimated wait time.

The NAA strategy is beneficial for call centers in many ways. It can help to improve customer satisfaction by reducing the time customers spend waiting on hold and ensuring that they are connected to an agent quickly. It can also help to improve agent productivity by ensuring that agents are always available to take calls and reducing the amount of idle time they experience.

Overall, the NAA strategy is an effective way to optimize call center operations and improve the customer experience. By ensuring that customers are connected to the next available agent as quickly as possible, call centers can improve customer satisfaction, reduce wait times, and improve agent productivity.

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