Call Volume

• Inbound calls: Customer support, inquiries, complaints.
• Outbound calls: Sales, follow-ups, surveys.

Average Handle Time (AHT)

• The average time it takes to handle a customer interaction from start to finish, including talk time and after-call work.

Occupancy Rate

• The percentage of time agents spend actively handling calls versus being idle.

Service Level

• The percentage of calls answered within a specified time (e.g., 80% answered within 20 seconds).

Shrinkage

• Time when agents are paid but not available for calls (e.g., training, breaks, meetings).

Channel Mix

• Calls, emails, live chat, social media, and text-based interactions.

Peak Hours / Seasonal Variations

• High workload periods like holidays, billing cycles, or product launches.

• at least HS Grad (old curriculum) / SHS Grad
• Excellent Communication Skills
• preferably with at least 6mos CCE
• Salary Package:

No CCE - 16,850

6-12 mos CCE - 19K

13 mos & up CCE - 21K

*Earn as much as 45K!