There are three things we can all agree with when it comes to phoning a contact center: Callers don’t like to be on hold, agents don’t enjoy talking to callers who have been on hold, and no call center wants to have long hold times. Unfortunately, these things occur all too often. It should come as no surprise that call abandonment is on the rise, as call centers are being asked to do more with less, while facing increasing call volumes (growing at 20% per year).
You can only tell customers that “your call is important to us, please be patient” so many times before they simply hang up the phone. Each abandoned call reduces First Call Resolution (FCR) rates and, more importantly, becomes a bad memory for that customer.
Each Call Matters!
Every call has revenue potential; each interaction is an opportunity to promote positive brand awareness. Don’t shoot yourself in the foot before you can get the foot in the door. In closing, take a look at how Zappos viewed customer service as an investment, not a cost.
When it comes to customer service, the bar has never been higher. At the call center, these heightened expectations often lead to call abandonment. Simply put, customers don’t want to wait on hold. Abandoned calls are costly for call centers as they result in higher repeat calls and dissatisfied customers.
A high call abandonment rate is a sure sign of caller frustration. Luckily, reducing your abandon rates has been proven to lower costs, improve customer satisfaction and deliver a better call center experience.