Remove Abandon Call Remove Agent burnout Remove Knowledge Base Remove Wait times
article thumbnail

Coronavirus preparation for your call center

Xaqt

While no one knows what the actual impact of the virus will be, we expect that call centers across several industries along with public sector service agencies will be adversely impacted. In fact, states and communities that have implemented coronavirus hotlines are already experiencing high call volume and long wait times.

article thumbnail

How to Improve Call Center Productivity

Balto

Missed-Call Rate is the number of unanswered customer calls due to long queue waiting times. A customer that waits too long on the first call attempt won’t likely call again, resulting in poor customer satisfaction and lost opportunities.