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What Are Handled Calls?

Contact Center Glossary > Handled Calls

Handled Calls Definition | TLDR

Handled calls refer to the total number of incoming calls or inquiries that are answered, addressed, or resolved by customer service representatives, indicating workload and productivity levels.

Handled Calls Meaning

Handled calls refer to incoming or outbound calls that have been successfully answered and addressed by agents or representatives within a call center or customer service environment. These calls are actively managed and processed by agents to provide assistance, resolve inquiries, address issues, or fulfill customer requests. Handled calls represent completed interactions between customers and agents, indicating successful engagement and resolution of customer concerns.

What Is the Difference Between Calls Handled and Calls Answered?

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Handled calls refer to incoming or outbound calls that have been successfully answered and addressed by agents or representatives within a call center or customer service environment. These calls are actively managed and processed by agents to provide assistance, resolve inquiries, address issues, or fulfill customer requests. Handled calls represent completed interactions between customers and agents, indicating successful engagement and resolution of customer concerns.

Handled calls play a crucial role in measuring the performance and productivity of call center operations. Key metrics associated with handled calls include average handling time (AHT), first call resolution (FCR) rate, customer satisfaction scores, and service level attainment. Analyzing handled call data enables organizations to assess agent performance, identify areas for improvement, and optimize call center processes to enhance the overall customer experience.

FAQs

No. Abandoned calls are not considered as handled calls because they are terminated by the caller before reaching an agent, indicating that the interaction was not successfully managed or resolved.

Yes. A transferred call is typically counted as a handled call for the original agent if they initiated the transfer after engaging with the caller and providing some form of assistance or information.

Yes. A call can still be counted as a handled call if it requires follow-up or further action after the initial interaction, as long as the agent has successfully addressed the caller's immediate needs or provided relevant assistance during the initial engagement.

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