What are Telemarketing and Telesales?

The Telesales is a marketing tool that enables remote selling. For this process are used various technological and specialized agents to carry out campaigns to make. The Telemarketing, meanwhile, is…

What is Average Call Duration?

The average call duration (ACD) is a measurement used in telecommunications that reflects the period in which established a telephone contact between two parts, or during which information is transferred.

What is the Average Handle Time?

It is a measure for the call center that calculates the average duration of a transaction, usually measured from the client startup called and includes any waiting time, talk time…

What is Benchmarking?

It is a metric of the quality of the organization’s policies, products, programs, strategies, etc. and their comparison with standard measurements or similar measures of their peers.

What is Blocked Call?

A blocked call occurs when a call cannot be connected. There are two main reasons for blocked calls: when all lines of the office are in use, or if all…