SharpenCX

DECEMBER 9, 2020

At this point, I was trying to half-way fold laundry and keep my 2-year-old from whining so I could hear a live person finally answer the phone. It’s the story of abandoned calls. Customers abandon calls when they’re frustrated from long hold times and unanswered questions. Sound familiar? Everyone loses.

Abandon Call 67

Abandon Call Metrics Call Center Interactive Voice Response 67

aircall

NOVEMBER 2, 2017

There’s only so many times a person can hear “your call is important to us” before they begin to doubt the truth in that statement. Even smooth jazz is preferable to silence, and any effort to entertain callers will be recognized as evidence of your empathy. Finally, don’t forget about on-hold music. Okay, okay. You got me.

Abandon rate 81

Abandon rate Abandon Call Entertainment Wait times 81

aircall

NOVEMBER 2, 2017

There’s only so many times a person can hear “your call is important to us” before they begin to doubt the truth in that statement. Even smooth jazz is preferable to silence, and any effort to entertain callers will be recognized as evidence of your empathy. Finally, don’t forget about on-hold music. Okay, okay. You got me.

Abandon rate 85

Abandon rate Abandon Call Entertainment Wait times 85

aircall

MARCH 31, 2021

Call analytics are useful tools for predicting call volume and minimizing wait times. As much as you might plan for the proper call center staffing, anomalies can and do happen. But, during the busiest of times, a call queue can save the day! How Does a Call Center Queue Work? .

Abandon rate 62

Abandon rate Interactive Voice Response Call flow Wait times 62