Squared Thinking
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WHAT ARE LIVE TRANSFERS?
In call center terms, a live transfer is what it sounds like. It's the process of transferring a customer from a call center agent to another specialized agent.
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Average Call Time: A Baseline of Customer Service
Average Call Time (ACT), sometimes referred to as Average Handle Time (AHT), is often set as low as possible in the Customer Service (CS) industry. Although efficiency is paramount, education, conversation and service are also important factors. This average call time should be set at a minimum, not a maximum, duration. This way, representatives feel free to make suggestions, introduce new products or offer savings without regards for exceeding a time limit.
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