What Is A Short Call?
In a contact center, a short call refers to customer interactions less than 10 seconds long. While this may sound like a positive thing, short calls often are red flags for ineffective agent performance. Short Call reports are often included in modern contact center software platforms.
What Short Calls May Signify
A short call may indicate several prominent issues:
Customer frustration that leads them to hang up quickly
Agents answering high volume of calls but disconnecting without a customer resolution
Ineffective KPIs that focus on quantity of calls answered
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