Babelforce

APRIL 14, 2020

What actually happens when your customer abandons a call? They call again later. Negative social media, terrible feedback and a lost customer. Luckily, when it comes to reducing call abandonment, your contact center has options… In this post: What abandon rate should you aim for?

Abandon Call 98

Abandon Call Contact Center Abandon rate Interactive Voice Response 98

Babelforce

APRIL 14, 2020

What actually happens when your customer abandons a call? They call again later. Negative social media, terrible feedback and a lost customer. Luckily, when it comes to reducing call abandonment, your contact center has options… In this post: What abandon rate should you aim for?

Abandon Call 98

Abandon Call Contact Center Abandon rate Interactive Voice Response 98

Babelforce

APRIL 14, 2020

What actually happens when your customer abandons a call? They call again later. Negative social media, terrible feedback and a lost customer. Luckily, when it comes to reducing call abandonment, your contact center has options… In this post: What abandon rate should you aim for?

Abandon Call 52

Abandon Call Contact Center Abandon rate Interactive Voice Response 52

SharpenCX

JUNE 23, 2021

Watch your agent’s efficiency, and see if they have the tools they need to maintain pace with customer demands and keep wait times at bay. Sometimes you can’t control the abandonment of an interaction. If your abandonment rate remains low, between 2 to 5% , consider yourself in the clear. Average Agent Hold Time.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Babelforce

NOVEMBER 25, 2021

Do you really need to keep tabs on both hold time and wait time , or will one of these numbers do? With this in mind, here are the ten call center metrics that many experts agree are absolutely vital. Of course, this feedback is only useful if you can do something about it! How to improve call abandonment rate.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

SharpenCX

NOVEMBER 19, 2019

Be clear and upfront with your agents about this ahead of time , so they have time to plan around any blackout dates. Let your customers know there’s a potential for longer wait times or resolutions. While high wait times might not be typical of your contact center, seasonal spikes can send your metrics off the charts.

Interactive Voice Response 59

Interactive Voice Response Wait times Contact Center Abandon Call 59