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. Continue reading