This Call Center Reduced Abandon Rates by 62%


Velocity was struggling with long hold times and a high number of abandoned calls. They thought they had to replace their legacy call center system to correct this problem – which would be costly and time consuming. How a Call-Back Solution Can Help.

Calculating Abandon Rate in Light of Customer Experience and IVRs

Taylor Reach Group

Definition of Abandon Rate: The percentage of calls ended by the caller before being answered by an agent. Calculation: Abandoned Calls/ (Abandoned Calls + Answered Calls) X 100. Example: 90 calls are answered; 10 calls are abandon before they’re answered. Abandon rate is 10/ (10+90) which is 10%. This is why some centers use the alternative calculation. By: Peg Ayers and Turaj Seyrafiaan.

An Easy Approach to Lowering Abandon Rates [Slideshare]


Unfortunately, it’s hard for contact centers to deliver a great experience after they’ve put a customer on hold. But reducing the amount of time your customers stay on hold will not only satisfy your customers, and make your agents happier, it will also significantly reduce your abandon rates!

4 Quick Fixes That Reduce Call Abandonment Rates Overnight


Do you have abandonment issues? Do customers abandon your phone support lines more frequently than you’d like? Because unlike some metrics, call abandonment rate is one number managers can influence immediately. Many companies define missed calls too broadly.

4 Quick Fixes That Reduce Call Abandonment Rates Overnight


Do you have abandonment issues? Do customers abandon your phone support lines more frequently than you’d like? Because unlike some metrics, call abandonment rate is one number managers can influence immediately. Many companies define missed calls too broadly.

How to Lower Abandon Rates and Improve the CX with One Solution [Webinar]


Dealing with a spike in call volume or a shortage of agents can be detrimental to the experience. The result is typically a rise in hold time, an increase in abandonment, angry callers, and stressed out agents. An Easy Approach to Lowering Abandon Rates.

When Adding Call-Backs to Your Call Center, Beware The “Free” Option


The call center experience is under great scrutiny from today’s consumers. On the other hand, call center managers have to be cost-conscious in their approach to staffing. For these reasons, and others, it’s worth considering the call-back solution from a 3 rd party.

10 Surefire Way to Reduce Call Abandonment Rates in Call Center

Dialer 360

Customers abandon the abandon percentage rate of tasks. Usually, there are two significant industries where abandon rate is a commonly used strategy. First is in the contact center and second is online retailing. Reduce Call Abandonment Rates.

Plan and Measure = Pleasure

Contact Center Pipeline

Like all humans, contact center leaders are driven by the brain’s insatiable desire to experience PLEASURE and in so doing avoid PAIN! Planning is essential to business in general and to contact centers in particular.

The Incredible Power of Calling Your Customers Back


While we’re not all Eternia-born superheroes like him, per se, as mere mortals we can still aim to be the masters of our own universes (contact center universes, if we’re being specific here) and harness the unshakable power to satisfy our customers. What’s Inside: Lower Abandon Rate.

Are You Prepared for Unpredicted Spikes in Call Volume? [Slideshare]


This consumer pet peeve is exacerbated by the fact that contact centers routinely face expected, and unexpected, spikes in call volume. Are you prepared for unpredicted spikes in call volume? Lower Abandonment Rates. We talk about: Managing Spikes in Call Volume.

3 Takeaways from Our Live Discussion on Top Call Center Metrics [Video]


Last week, Fonolo hosted an insightful live discussion on the top call center metrics you need to be tracking. This expert panel discussed NPS for customer satisfaction, popular call center metrics, the future of the voice channel, and so much more! Is NPS over-rated?

The ROI of Call-Backs for Your Call Center [eBook]


In a perfect world, your contact center would never put callers on hold. If hold time is unavoidable, the next best thing to do is offer a call-back option. Part 1: Lowering Abandon Rates. Lowering Abandon Rates. How Call-Backs Help.

Scheduled Call-Backs Are a Call Center Superpower


Many call center platforms today offer some form of call-back functionality. That means if your hold times are long, your callers have the option to get a call at a later time instead of waiting for an agent. You can think of this as “ASAP” call-backs.

Measuring your call center performance


The expectations that customers have when talking to a call center agent plays a big role in both your customer experience and how your customers feel about your brand. They include: 13% is the average call abandonment rate.

Catch Fonolo at the National Credit Union Call Center Conference


This is why the National Credit Union Call Center Conference is so important. Here you will be able to discuss in-person, the challenges you are experiencing in your call center, and a Fonolo team member will be able to explain how our solutions can help.

Top Call Center Metrics You Need to be Tracking [Live Discussion]


What makes this task so daunting for contact centers is the sheer number of metrics to choose from: Service Level, Customer Satisfaction Score, Abandon Rate, First Call Resolution, Average Speed to Answer, and the list goes on. Are Phone Calls Growing or Shrinking?

Are You Prepared for Unpredicted Spikes in Call Volume? [Webinar]


After the grounding of all Boeing 737 Max 8 aircraft, calls to Air Canada’s customer service prompted a recording that said call volume had “temporarily exceeded the company’s capacity to answer or even place callers on hold.” The problem is that when calls spike, hold times spike, too.

Waiting in Queue Doesn’t Have to be Painful

Taylor Reach Group

When my father passed away, I spent hours in queue, waiting for help from a variety of companies and agencies that should be providing service to those who call. How many companies are telling their customers their calls are important, than leaving them in the queue for long minutes?

Why We Love Call-Backs (And You Should, Too!)


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. 4 Reasons to Love Call-Backs. 2) Reduce Abandon Rates.

Is an 80/20 Service Level Your Call Center’s ‘North Star’?


Call centers are highly focused on metrics too. If most call center teams had to pick a “North Star” it would be service level, which measures the length of time callers wait to reach an agent. An “80/20″ service level means 80% of calls answered in 20 seconds.

The Coming Disruption of the Contact Center Outsourcing Industry

Taylor Reach Group

The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. Each day millions of calls, emails, chats, SMS messages and social media interactions are handled by Contact Center agents employed by these Contact Center Outsourcing (CCO) firms representing thousands of organizations and brands. The most common metrics included in CCO agreements are all quantitative: Service Level, AHT, abandon rate etc.

What is Call Center Average Wait Time and 3 Ways to Reduce It


“Your Call Is Important To Us” When your customers hear that, do they really believe it? Knowing how long it takes to answer customer calls can help you answer that question, and Average Wait Time has become a contact center key performance indicator for just that reason.

How to Successfully Handle Call Volume During Peak Times [Webinar]


Every call center faces the problem of unpredictable spikes in call volume. Unfortunately, the effect of this on the customer experience is significant: 60% of customers will abandon a call after just one minute of waiting on hold. Lowering Abandon Rates.

Is this the End of On-Premise for the Call Center?


The 2017 edition of the Magic Quadrant report for cloud-based contact centers was released by Gartner last week. That’s a good reason to revisit a long running theme on the Fonolo blog: the cloudification of the call center. eBook: The ROI of Call-Backs for Your Call Center.

How to Calculate Outsourced Call Center Service Level and Why is it Important?

Advantage Communications

When it comes to outsourcing your customer service to a call center, there are a range of metrics that call centers use to ensure they are delivering a superior customer experience (CX) for your customers. Contact Center

Reshaping Call Centers with the Help of Artificial Intelligence


Today, Call Center Services mostly rely on telephones to conduct 2-way communications. And how the traditional call center agents are coping with these situations? The post Reshaping Call Centers with the Help of Artificial Intelligence appeared first on Octopus Tech.

Call Center 101 – The Golden Rules of SLAs [Whitepaper]


Come into the classroom, sit down, and let us begin today’s four-part lesson: Call Center 101 – The Golden Rules of SLAs. The most-used industry standard is “80/20” (whereby 80 percent of inbound calls are answered within 20 seconds). Consider Your Contact Center.

How a Furniture Retailer Boosted Customer Experience with Call-Backs


Putting an end to long hold times via our call-back solutions is certainly a part of this dynamic process, and we see the tremendous impacts of it every day with our customers. As a result, abandon rates, frustrated customers, and strained resources were becoming reasons for concern.

Why Call Center BPOs Need to Offer Call-Backs


As the demand for outsourced call centers grows annually by 6%, it’s critical for BPOs to offer services that meet these growing expectations. The ability to offer callers the option of a call-back is a popular request from companies choosing a contact center BPO.

Are Call-Backs the Missing Piece in Your Call Center?


Despite all the innovation in the world of customer service, studies keep showing us that there is an enduring appeal to phone calls. That’s not to say we should be complacent about how we deliver that phone call experience. That’s where call-backs come in.

Mostly Positive Earnings Reports for Cloud Call Center Companies


We’ve been following publically-traded companies for whom cloud call center is a significant component of their business. In their earnings release, they highlighted two new products related to the contact center. eBook: The ROI of Call-Backs for Your Call Center.

Managing Call Queues for Customer Service Call Centers

Tenfold - Contact Center Blog

Call queues are central to the effectiveness of call centers and customer service. Call centers use a variety of methods, tools, and practices to lower the average time that a caller spends in the call queue. What is a Call Queue? On-Call Agents.

14 Critical Call Center Metrics You Should be Tracking

NICE Systems

As a contact center manager, you’ve got a lot of metrics to choose from as your key performance indicators (KPIs). In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive.

Call Center Monitoring: How to Benefit Your Customers and Your Team


Call center monitoring is the continuous process of data collection, analysis, and feedback. First, you gather data pertaining to your call centre’s performance (employee efficiency, customer attrition, speediness of execution, etc.), What is call center monitoring?

Medical Call Center: How to Set up One


This is why many medical institutions have deployed a medical call center to ensure a positive experience, even when patients are dealing with serious and stressful medical conditions. However, setting up a medical call center can be a complicated process. Why set up a Medical Call Center? For many of these types of businesses, these agents perform their roles admirably, and call centers are not needed. What Call Centers can do.

7 Most Effective Strategies to Create Call Center Leads

Dialer 360

The lead generation programs make in the call center a bad lead qualification script. More often reps or salesperson who takes the prospect call tries to ascertain. Have Call Center Leads Incentives In Place. It differs from will motivate your contact center reps.

6 Innovative Ways to Deal with Long Call Center Queueing

Dialer 360

Contact center queue is active for call center and its customer services. Whereas, the contact center uses different ways, tools, and practice to lower. The average time which is caller invest in a call queue. List Of Dealing With Long Call Center Queuing.

First Call Resolution and Other Essential Call Center Metrics


Knowing what and how to measure is particularly true in a call center, where key performance indicators such as first call resolution, customer satisfaction, cost per call, etc are a prerequisite for effective decision-making. Yet few call centers use KPI’s to their full potential. In short, performance measurement and management is a critical discipline that must be acquired for any call center that aspires to world-class performance.

The Definitive List of 27 Call Center Metrics and KPIs


By Swati Sahai Call centers are an operationally-complex element of your business, but they play a big role in your customers’ experience with your company. It’s no easy task, but the right mix of call center metrics and KPIs can help you stay the course. There are many call center metrics you can measure, but only a few KPIs that you will want to monitor over a period of time. Many call center leaders view it as the most important KPI to track.