SharpenCX

DECEMBER 9, 2020

If that’s the case, you have to get creative to handle spikes in call volume, so you can avoid an overload of abandoned calls. One tried-and-true fix is to consider ways to reduce your Average Handle Time (AHT) , while still giving quality service, of course. Give your customers a callback or voicemail option.

Abandon Call 67

Abandon Call Metrics Call Center Interactive Voice Response 67

aircall

MARCH 31, 2021

When your customers call in, they automatically receive a greeting (usually followed by some enjoyable hold music to entertain them while they wait). If the amount of time that a customer has to wait is too long, the queue callback feature will kick in, and the next available sales or support agent will call them back. .

Abandon rate 62

Abandon rate Interactive Voice Response Call flow Wait times 62

SharpenCX

FEBRUARY 25, 2020

Maybe you wanted to check on your Service Level, but caught a glimpse of Average Handle Time. Maybe you want to see your Abandon Rate drop, and your First Contact Resolution levels improve. Which is exactly why actors and entertainers wait in a green room prior to going on TV.

Call Center 76

Call Center Morale Metrics Abandon rate 76