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Call Center (Outbound)

Any location within a company where quantities of outgoing calls are handled by people, telephones, and computers.

KPIs in ‘Call Center (Outbound)’
tagged with ‘wrap-up time’

Average after call work time

Average after call work time (work done after call has been concluded). Other names used are Avg Wrap-Up time and Avg PCP (Post Call Processing).
This KPI is most used for:
Operational Excellence

Average wrap-up time

The amount of time, after the call is completed, the agent needs to complete administrative tasks related to the call.
This KPI is most used for:
Operational Excellence
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