Call Center Forum

Timothy Curley · Guest

In a Call Centre environment where calls are occasionally transfered after answer into other queue's - is there an "industry standard" as to how these calls are counted? Should a transfered call count as 2 calls - with 2 seperate ASA's - one to how measure how quickly it is answered in the second queue - or is it generally accepted that from Customer to Call Centre is one call and counted once only regardless of how often it may be transferred internally?