Challenge 1: Receiving (too) many calls to your Call Center
First challenge that we are tackling is related to brands and businesses receiving many or too many calls to their call center. Whether internal or external, call centers generally consist of people receiving calls and answering questions one caller at the time. We all know that these conversations can last for 10, 20 and some even 30 minutes or more. If we assume that each agent takes 20 minute per caller, that basically means one agent can handle, on average, 3 people per hour.