The average number of calls handled by call center agents fully depending on the nature of the supported services or products, in addition to the number of working hours by agents and the on peak or off peak intervals of that industry (morning ,afternoon, or evening)

Ex. considering the following assumptions:

1- 8 hours shift and on peak intervals
2- 1 hour break time
3- 75% staff utilization
The general average numbers of calls handle are:

1- Informative service and emergency service = Average talk time 30- 90 sec ( 630 to 210 calls )
2- Help desk or technical support = Average talk time 90 – 180sec ( 210 -105 calls)
3- Sales calls and telemarketing calls = ATT 180 – 210 sec (105 – 90 calls)

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