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Guide to Interpreting Call Center Analytics

Fonolo

According to Statista, there were over 175 billion customer service calls in the US in 2020. First call resolution rate: The percentage of calls that are resolved on the first call. Abandonment rate: The percentage of calls that are abandoned by customers before speaking to an agent.

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7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift

Hodusoft

Security Concerns After 2020, cyberattacks on MSPs have increased leaps and bounds, reports suggest. Long Wait Times and High Abandonment Rates One of the most noticeable red flags is extended wait times for customers and high abandonment rates. Ensuring data privacy and compliance with regulations is paramount.

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Contact Centers Are Using More Call-Backs Than Ever

Fonolo

The State of the Contact Center in 2020. Call-back technology directly impacts abandonment rate, CSat, NPS, SLA’s, AHT, ASA, and more. Earlier this year, Fonolo teamed up with the Ryan Strategic Advisory to gain insights into how the industry utilizes call-back technology. Read on to learn more! Better metrics.

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AI and flattening the curve for contact centers in a time of crisis

Talkdesk

2020 began with the disturbing news that has touched many lives around the globe. Since January 2020, the coronavirus (COVID-19) has spread all over the world and affected many families as well as several segments and businesses. When a contact center cannot handle calls, chats and interactions, the Abandonment Rate goes up.

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20/20 Vision: The Best Advice for Contact Centers in 2020 – The Experts Weigh In

Fonolo

Their 20/20 industry insights will propel your contact center to success in, fittingly, the year 2020.*. Replacing hold-time with a call-back is a no-brainer: It eliminates something that customers universally dislike, while lowering abandon rates. That won’t go away in 2020, and it will probably still be a requirement in 2050!

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Why are you measuring service levels that way?

Stafford Communications

Luckily, the Abandon Rate (percentage of callers who hang up before they talk to someone) is a pretty good measure of how well you are meeting your customer expectations for having the phone answered quickly. Abandon Rate also works well for chat sessions. Contact us today for more information.

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Why are you measuring service levels that way?

Stafford Communications

Luckily, the Abandon Rate (percentage of callers who hang up before they talk to someone) is a pretty good measure of how well you are meeting your customer expectations for having the phone answered quickly. Abandon Rate also works well for chat sessions. Contact us today for more information.