Many call centers have a tough challenge with abandonment rates. As we all know, customers hate waiting on hold, so when ASA (Average Speed to Answer) gets high, abandoned calls are the inevitable result. Abandonment leads to higher repeat calling, which lowers First Call Resolution (FCR) and, of course, leads to unhappy customers.
As a call center manager, you can always add agents until the abandonment rate shrinks down to your target level, but the budget for staffing may not always be available. That’s especially true if your call center has occasional volume spikes. If you staff to accommodate peak times, you will experience excess agent capacity at other times. Luckily, there’s another way! Learn how childcare service provider, Bright Horizons uses call-backs to make more efficient use of their agents and deliver an improved customer experience. Continue reading