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Check The Call Stats!

We have heard from a number of contact center managers that they have noticed a few agents fixing their stats by picking up a call and putting it down immediately – the system shows a call handled by the agent when it was not. Other tricks include taking a call and transferring it through to another agent so it looks like both agents have taken a call when in fact there was only one! Agents sometimes call each other as well and depending upon the set up of your monitoring packages, this could show as another call into your center! Look for possible loopholes and stop them as soon as possible.

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