Fonolo

NOVEMBER 8, 2017

Velocity takes pride in making its members feel valued, and in creating a positive customer experience, however their current service offering was not meeting these goals. Velocity was struggling with long hold times and a high number of abandoned calls. How a Call-Back Solution Can Help. Decrease Handle Time.

Abandon rate 70

Abandon rate Call Center Morale Abandon Call 70

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

Fonolo

SEPTEMBER 26, 2017

“Spikey” traffic degrades the customer experience and drags down key performance metrics. 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. plus the ability to defer excess call volume to a later time.

Call Center 64

Call Center Abandon rate Abandon Call Morale 64

CrazyCall

AUGUST 8, 2019

Customers call, agents resolve their queries, managers supervise, all things seem to run their course… STOP! Outbound and inbound customer services should be constantly measured to be improved. Inbound call center metrics: Inbound Call Volume. First Call Resolution. Call Abandonment Rate.

Call Center 52

Call Center Metrics Abandon rate Management 52

SharpenCX

JUNE 23, 2021

Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. Call Quality. Call center KPIs give insight into your agents’ interactions with customers. Call abandonment rate.

Contact Center 101

Contact Center Abandon rate Management Metrics 101