Lowering your call abandonment rate is one of the best ways to improve performance in a contact center.
When your caller hangs up before they speak to a customer support agent in a contact center, their call is considered to be abandoned. It often means customers have experienced long hold times or technical problems. That doesn’t sound good! You’re right, it’s not good. It often means your customers feel frustrated with the long wait times, or worse: forgotten.
Customers need information and options if they’re going to trust you with their time. Letting them know their place in the queue or how long wait times will be, improving hold music, and offering call-backs will all reduce call abandonment. With Scheduled Call-Backs, a customer can book a conversation at a time that works for them up to 15 days in the future. Now that’s some great CX!
Call abandonment rates matter because they speak directly to customer dissatisfaction — and the negative impact that has on customer loyalty. An investment in call-backs pays dividends. Why? Because it’s much less expensive to keep your existing customers happy than it is to acquire new ones.
Call-backs are an excellent tool that can benefit both customers and businesses...
Correctly interpreting call center analytics and KPIs is key to improving your...
Lowering call abandonment rates in contact centers is one of the most...
Looking for ways to optimize your call center queue management and improve...
CCMC’s Customer Rage Study is a fascinating look at CX, designed to...
In the world of contact center metrics, service level has always held...
Call center leaders have their work cut out for them. From training...
What’s motivating your contact center? Perhaps you have an established set of...
Contact center reporting can be stressful for even the most seasoned managers...
Select the type of demo you'd like.
