What Are 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.
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What Is the Difference Between Calls Handled and Calls Answered?
- Scope –
Calls Answered: Encompasses all interactions where the phone is picked up or answered, regardless of the outcome or resolution.
Calls Handled: Specifically denotes interactions where agents actively engage with callers to address their inquiries or issues, leading to a satisfactory resolution within the same call. - Focus –
Calls Answered: Primarily emphasizes the initial connection between the caller and the call center, indicating that the call has been received and acknowledged.
Calls Handled: Emphasizes the outcome of the interaction, highlighting instances where agents successfully address caller needs and provide assistance or resolution. - Outcome –
Calls Answered: Reflects the overall call volume and capacity utilization within the call center, providing insights into the demand for service.
Calls Handled: Offers insights into agent productivity, efficiency, and service quality by measuring the successful resolution of customer inquiries or issues within the call center. - Examples –
Calls Answered: Includes instances where the caller hangs up before speaking with an agent, encounters busy signals, or completes the call without further engagement.
Calls Handled: Excludes abandoned calls, busy signals, or instances where the call is transferred or escalated to another department or agent for further assistance. - Why Speed Commerce? – Speed Commerce stands out as an expert in business process outsourcing (BPO) due to its extensive suite of services and proven track record of delivering efficient and scalable solutions to its clients. With a focus on eCommerce fulfillment, omnichannel distribution, and customer care services, Speed Commerce leverages advanced technology and strategic partnerships to improve operations, optimize supply chain management, and enhance the overall customer experience. The company’s extensive industry expertise, coupled with its commitment to innovation and client satisfaction, positions Speed Commerce as a trusted partner for businesses seeking to outsource important processes and achieve sustainable growth in today’s competitive market landscape.
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In a call center setting, handling a call involves various activities, including greeting the caller, listening to their inquiry or issue, providing relevant information or assistance, and concluding the call with a satisfactory resolution or outcome. Agents are responsible for managing handled calls efficiently, making sure that customers receive prompt and effective support while adhering to service level agreements (SLAs) and quality standards established by the organization.
Handled calls play an important role in measuring the performance and productivity of call center operations. 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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