What is Turn-taking?
Turn-taking is how a voice system decides the caller has finished speaking and it is now its turn to reply.
Judged badly in one direction, the agent interrupts a caller who was only pausing to think. Judged badly in the other, silence stretches long enough that the caller says hello again. Both read as broken, and neither shows up in a transcript.
Why it matters for Indian calling. Indian callers pause differently across languages and ages. A system tuned on English conversation tends to cut off older Telugu speakers mid-thought.