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Call avoidance is when the call centre agent takes off the phone’s receiver so that no customer can make a call, logs into voicemail so that calls are avoided, takes excessive breaks, transfers calls to other agents, or stays on phone with one customer too long to avoid solving other queries over calls etc. These are all signs of call avoidance. It can be defined as a strategy in the consumer market to avoid/reduce inbound call volumes. It is also a weapon of contact centres, which helps with enhanced contact centre efficiency, reduced costs, and advanced worth. This avoidance is one of the biggest threat to BPO companies, though.
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