A long call in a contact center refers to a customer interaction that exceeds the average handling time (AHT) by a significant margin.  While there’s no universal threshold for what defines a “long” call, most contact centers consider a call long if it exceeds the typical duration set for resolving customer issues. Long calls can occur for various reasons, including complex customer problems, inefficient processes, inadequate agent training, or system delays. Understanding and managing long calls is essential for improving agent performance, operational efficiency, and overall customer satisfaction.

Causes of Long Calls

Several factors can contribute to extended call durations:
  • Complex Inquiries: Calls that involve technical issues, multiple questions, or cross-departmental resolution typically take more time. 
  • New or Inexperienced Agents: Agents still in training or unfamiliar with specific scenarios may take longer to resolve customer issues. 
  • Disconnected Tools or Systems: If agents need to switch between multiple platforms or don’t have access to complete customer information, the call duration can increase. 
  • Customer Behavior: Some customers may require more time to explain their issues or may have additional requests during the same call. 
  • Lack of Clear Processes: Without defined workflows or escalation paths, agents may struggle to resolve issues efficiently.

Impact of Long Calls on Contact Centers

Agent Occupancy

Long calls reduce the number of customers an agent can assist in a given period, affecting productivity.

Queue Times and Wait Times

As agents spend more time on individual calls, incoming callers may face longer wait times, which can increase abandonment rates.

Customer Satisfaction

A long call can either enhance or detract from customer satisfaction. If the issue is resolved thoroughly, the customer may appreciate the time spent addressing it. However, if the call feels inefficient or repetitive, it may lead to frustration.

Operational Costs

Extended call durations lead to higher costs per interaction, especially in high-volume environments. This impacts the overall efficiency of the contact center.

How to Monitor and Manage Long Calls

Monitoring long calls helps contact center managers identify patterns, root causes, and opportunities for improvement. Key steps include:
  • Set Benchmarks: Define what qualifies as a long call based on average handling time and service level goals. 
  • Use Real-Time Dashboards: Track call durations live to identify unusually long interactions and intervene when necessary. 
  • Analyze Call Recordings: Reviewing long calls can reveal process gaps, training needs, or customer pain points that need addressing. 
  • Enhance Knowledge Management: Providing agents with rapid access to product guides, FAQs, and internal documents enables them to resolve issues more efficiently. 
  • Train for Efficiency: Offer coaching to agents on how to guide conversations effectively and manage time without compromising service quality. 
  • Introduce Call Summarization Tools: Automating post-call wrap-up tasks or utilizing AI for call summarization can reduce overall call duration. 

Best Practices for Reducing Long Calls

Streamline Processes

Optimizing workflows helps reduce agent effort and call duration. By eliminating redundant steps, streamlining procedures, and integrating automated tools, contact centers can empower agents to complete tasks more efficiently and accurately.  Streamlined processes not only save time but also improve the overall customer experience by reducing delays and confusion. Enable Agent Collaboration Providing agents with internal communication tools, such as team chat, expert escalation channels, or instant messaging, makes it easier for them to receive quick support during live calls or chats.  This fosters teamwork and reduces the need to put customers on hold or transfer them unnecessarily, leading to faster and more effective issue resolution.

Invest in Unified Agent Workspaces 

When agents have to toggle between multiple systems, productivity suffers. A unified workspace combines CRM data, interaction history, communication channels, and knowledge bases into a single interface.  This centralized view empowers agents to respond efficiently and with complete context, reducing the time spent searching for information.

Leverage IVR for Pre-Qualification

Interactive Voice Response (IVR) systems can collect key customer details, such as account numbers, issue types, or preferred language, before connecting them with an agent.  This upfront qualification enables agents to initiate the conversation with relevant information in hand, which accelerates resolution and improves the customer’s experience.

Use Call Routing Strategically

Not all issues require the same level of support. Smart call routing systems can direct complex or high-priority inquiries to senior agents or specialized departments right away.  This minimizes unnecessary transfers and ensures customers speak with the right person the first time, improving efficiency and satisfaction. PerfectSoft.AI provides intelligent, high-performance contact center solutions designed to enhance customer experiences, boost agent productivity, and streamline your operations. Interested in learning more? Let’s Chat!