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Old 04-23-2013, 07:41 PM
dgilli dgilli is offline
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Join Date: Jun 2010
Posts: 19
dgilli has 11 reputation points
Default Most do not

Most call centers handle one call at a time for one very compelling reason. By answering a second call you are simply changing the hold for that call to your phone instead of the group. This means that the caller may wait for you to finish your first call before you get back to them, when it may be that another person would have come free first.

Another reason is it is often hard to tell if the first call is incorruptible and you may miss a free agent while ringing to see if you get answered.

Certainly there are some interesting exceptions to these rules.
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