Fonolo

JANUARY 23, 2018

Let’s review what makes call-backs such a great addition to your call center: 1) Improve Customer Satisfaction. 2) Reduce Abandon Rates. Abandonment leads to higher repeat calling (which can strain the call center system) and, of course, frustrate customers. VPs & Directors of Customer Experience.

Call Center 141

Call Center Abandon rate Contact Center outsourcing 141

Fonolo

SEPTEMBER 26, 2017

Spikey” traffic degrades the customer experience and drags down key performance metrics. 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.

Call Center 64

Call Center Abandon rate Abandon Call Morale 64

Fonolo

NOVEMBER 6, 2018

Here is a common example: We used that exact chart (hat tip to RingCentral ) in last week’s webinar on AI in the Call Center. Here’s another example: That one was our “highlight chart” when we covered Five9 ’s Customer Service Index Report. eBook: The ROI of Call-Backs for Your Call Center. What’s Inside: Lower Abandon Rate.

Abandon rate 67

Abandon rate B2C Call Center Surveys 67