Fonolo

OCTOBER 31, 2017

When deployed correctly, call-backs can deliver concrete ROI through several paths: lowered abandon rates, shorter handle time, reduced telco cost and more consistent call volume. It will draw from our experiences deploying Fonolo’s cloud-based call-backs, but the concepts are equally applicable to any call-back solution.

Abandon rate 62

Abandon rate Call Center Abandon Call First call resolution 62

Balto

NOVEMBER 8, 2022

Most call centers split call volume into calls handled by automated systems and calls handled by agents. Average Call Abandonment Rate. The average call abandonment rate (ACAR) indicates the number of customers that abandon calls if they wait on hold for too long.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Fonolo

MAY 3, 2023

Lowering call abandonment rates in contact centers is one of the most powerful performance levers available to call center managers. It’s also what Fonolo Call-Backs do best. What is an Abandoned Call? TIP: Most contact center software will generate a Call Detail Record (CDR).

Abandon rate 75

Abandon rate Contact Center Abandon Call Call Center 75

Altivon

JANUARY 11, 2018

Altivon and Genesys recently sponsored a webinar series on this topic, culminating with a deep dive into return on investment (ROI) including specific case study results. The scheduling department in a Mid-West Medical Center achieved these improvements: Abandon rate dropped 28%. Contact Center ROI Examples.

Contact Center 40

Contact Center Abandon rate Abandon Call Healthcare 40

Fonolo

SEPTEMBER 4, 2019

If they found 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. The Case against Service Level as “North Star”.

Service level 57

Service level Surveys Abandon rate Call Center 57

Fonolo

JUNE 9, 2014

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. Compare higher abandonment groups to a control group for this one.

Service level 96

Service level Call Center Abandon rate Metrics 96