Fonolo

JANUARY 23, 2018

The call center experience is under great scrutiny from today’s consumers. Let’s review what makes call-backs such a great addition to your call center: 1) Improve Customer Satisfaction. 2) Reduce Abandon Rates. There are many ways to fall short of their expectations. See this success story.

Call Center 141

Call Center Abandon rate Contact Center outsourcing 141

Fonolo

SEPTEMBER 12, 2017

Consumers today are more demanding than ever, especially when it comes to the call center experience. Meanwhile, call centers are under pressure to live up to these expectations while keeping costs contained. 2) Reduce Abandon Rates. Most call centers have some type of call volume spike.

Abandon rate 143

Abandon rate Call Center Contact Center Benchmark 143

Quality Contact Solutions

MAY 4, 2021

KPI’s – Know what key performance indicators are essential to the program’s success and be sure the prospective inbound call center outsourcing partner understands and can measure them. Consider metrics such as average speed of answer, abandon rate, utilization, talk times, first call resolution, etc.

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98

Fonolo

MAY 31, 2019

Sometimes the causes of call spikes are understood, even anticipated. Yet, in many cases, these periods of peak call volume come as a real shock to everyone in the contact center. When a call center experiences peaks in call volume, hold times inevitably go up and abandon rates become an issue.

Contact Center 57

Contact Center Management Abandon rate Call Center 57

Fonolo

MARCH 28, 2019

Sometimes the causes of call spikes are understood, even anticipated. Yet, in many cases, these periods of peak call volume come as a real shock to everyone in the contact center. When a call center experiences peaks in call volume, hold times inevitably go up and abandon rates become an issue.

Contact Center 52

Contact Center Management Abandon rate Call Center 52

Fonolo

FEBRUARY 7, 2013

Unsurprisingly, longer call hold times are directly correlated to higher call abandonment rates; people often give up and hang up before they get through to a support agent. We live in a time when ‘experience’ is a driving factor behind many consumer choices. Unpredictable events.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62