When it comes to increasing call center productivity, the common practice is to measure call length and encourage support analysts to lower each call time. The logic behind this is that shorter calls free up the support staff to take more calls, thus improving the call center’s efficiency by addressing more customers’ complaints.
But in fact, this practice may actually have the opposite effect on your customer-base: short calls often leave customers unsatisfied, feeling their needs were not addressed. This may lead to more calls, which means you haven’t achieved your main goal.
Instead of putting all your energy into decreasing call lengths, consider focusing on finding alternatives to support calls within the organization. Optimize your support staff’s time while they are on the call.