Fonolo
FEBRUARY 9, 2023
Rockwell, which got out of the call center business in 2004, was one of the pioneers of the technology. Were their wait times 30 seconds or 10 minutes? ” Here’s a great case study on a company that reduced abandonment rates. But you really don’t know anything about how those calls went.
Fonolo
JUNE 9, 2014
Rockwell, which got out of the call center business in 2004, was one of the pioneers of the technology. If they found a low correlation between the two metrics, there is a business case for lowering SLAs … [but] If you were to do this … look at the impact service level has on your abandon rate, to ensure that you won’t lose too many calls.
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