Lower Abandonment Rates in Your Contact Center

Lowering your call abandonment rate is one of the best ways to improve performance in a contact center.

Call abandonment rates go up when customers are left on hold and feel forgotten.

Abandoned Calls Make Customers Feel Forgotten

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.) High call abandonment rates mean there’s a very good chance your customers feel frustrated with the long wait times, or worse: they feel angry and forgotten.

Give Your Customers Information and Options

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!

When customer have options like call-backs they are much less likely to abandon a call.
Call-backs cut abandonment rates dramatically and result in satisfied customers.

Satisfied Customers are Good for Business

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.

Ready to lower abandonment rates in your contact center?

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Illustration: Empower Your Call Center With Call-Backs

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