What Is A Long Call?
In a contact center, a long call refers to any call that lasts 30 minutes or longer. Call centers measure their average call duration to work toward optimizing call duration and resolution times. Long calls indicate that there are inefficiencies in the contact center system, processes, or technology.
What Causes Long Calls?
Long calls may have a variety of reasons, but these are the most common:
The agent has difficulty accessing the customer’s information, history, or account data because core systems are not integrated
There are issues with routing that causes the caller to be transferred to multiple agents or departments
Agents are not supported with sufficient data and training to quickly provide responses
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