Scheduled Call-Backs Are a Call Center Superpower
Fonolo
SEPTEMBER 26, 2017
When agents can’t keep up with calls, the Average Speed to Answer (ASA) grows. That drives up the abandonment rate, as callers get tired of waiting on hold. Repeating the distinction from the introduction: The call traffic reshaping effect only happens with scheduled call-backs. The Scheduling Interaction.
Let's personalize your content