Call center victims, what are your target numbers? We have 3 minutes per call and 1 minute wrap time. I find it WAY too short.

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For us we have 5 minutes per call and 1.5 for completion, many of us feel that the completion time is too long.

In our case we have the same times as you and we feel the same way that it is too short, the objectives cannot be achieved in this way or you meet the client correctly and you do not meet the time or everything is backward.

After several months of study, we decided to increase our times to protect the quality of service to the client, that is, we are talking about 7 minutes per call and 2.5 in completion.

I think that a successful average would be closer to or above 5 minutes. We have followed how our calls are going and for next month we will be at discussion tables to see if we can raise the time to 8 minutes.

This is something that happens when the quality of the product that will be provided to the client is not taken into account, that is, if you want to fulfill the call in that time, the ratings of the clients will destroy any graph because with those times you cannot offer them the best service to your client.

I am an unpopular opinion to most. However, I am a director. I gauge things a little different and have great success. My agents do not monitor call time. Helping a customer is my top priority and should be theirs. Start to finish. I do monitor wrap time. This is the time between calls and in my opinion, most important. I did this in my last role as well and it worked great. I will add that much larger call centers like Amazon for example I can see call time being important

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