Fonolo

NOVEMBER 8, 2022

The occasional call spike is hardly cause for concern — however, if your call center agents are struggling to manage daily volumes , you risk a lot more than a few abandoned calls. The Contact Center Guide to Managing Spikes in Call Volume. Understand Customer Behavior. DID YOU KNOW?

Call Center 156

Call Center Interactive Voice Response Self service Abandon Call 156

Fonolo

SEPTEMBER 14, 2017

In this one-hour webinar you’ll learn how Velocity Credit Union reduced abandon rates by 62% and seized the opportunity to not only improve member satisfaction, but to increase employee morale and decrease turnover. Reducing Abandoned Calls. Managing Spikes in Call Volume. Contact Center Manager.

Abandon rate 62

Abandon rate Abandon Call Morale Call Center 62

Fonolo

SEPTEMBER 28, 2017

In this one-hour webinar you’ll learn how Velocity Credit Union reduced abandon rates by 62% and seized the opportunity to not only improve CSat, but to increase employee morale as well. Join Fonolo and The National Credit Union Call Center Conference on Thursday, October 5th at 2:00 PM ET / 11:00 AM PT for the live Q&A.

Abandon rate 59

Abandon rate Abandon Call Morale Call Center 59

Fonolo

SEPTEMBER 26, 2017

That drives up the abandonment rate, as callers get tired of waiting on hold. Long wait times also lead to frustrated customers who then take out their anger on the agents, raising average handle time and lowering agent morale. This is where call-backs can help. What happens to calls on hold that can’t be handled?

Call Center 64

Call Center Abandon rate Abandon Call Morale 64

Balto

NOVEMBER 8, 2022

The average call abandonment rate (ACAR) indicates the number of customers that abandon calls if they wait on hold for too long. When calculating the ACAR, it’s important to neglect calls that were abandoned in the first few seconds since these calls are mostly made by customers by accident.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Momentum Telecom

MARCH 30, 2020

And while working from home under normal circumstances can have appealing advantages – no lengthy commutes, a more flexible working environment, and a potential boost to productivity and morale¹ – a sudden change to your professional routine certainly can be unsettling. Work with Who Makes the Best Fit.

Abandon Call 97

Abandon Call Morale Government Analytics 97

Fonolo

OCTOBER 3, 2017

Our next webinar, on Thursday, October 5 th 2017, will be co-hosted with the National CU Call Center Conference, and will discuss how Velocity Credit Union improved the member experience, reduced abandon rates, and increased agent morale with call-backs. Webinar: How to Lower Abandon Rates and Improve the CX .

Call Center 52

Call Center Abandon rate Abandon Call Morale 52