When it comes to customer service, consumer expectations have 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. (Not even one minute, according to this survey.) So if your call center has long hold times, many callers will simply abandon, i.e. hang-up. Abandonment leads to higher repeat calling (which can strain the call center system) and, of course, dissatisfied customers.
What can you do if your abandonment rate is too high? Here are some suggestions. Continue reading