article thumbnail

What is Call Abandonment Rate?

Babelforce

This may happen for a variety of reasons and it’s a contact center metric closely linked with customer satisfaction. Contact centers the world over aim for an abandonment rate around the 5% mark. Obviously, a lower rate is great and a higher rate signals a potential problem. Call Abandonment Rate pitfalls.

article thumbnail

This Call Center Reduced Abandon Rates by 62%

Fonolo

Read the success story to learn how they reduced abandon rates by 62% , alleviated caller frustration, and increased agent morale. eBook: The ROI of Call-Backs for Your Call Center. Download our free eBook and learn how call-backs can deliver concrete ROI. What’s Inside: Lower Abandon Rate.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

The Incredible Power of Calling Your Customers Back

Fonolo

In any case, call-backs aid in managing these spikes by deferring calls for future moments when more agents are available to assist with customer support. Lower abandon rates: Customers forced to wait on hold for a significant amount of time will often hang up, which leads to a spike in repeat calls.

article thumbnail

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

Fonolo

When deployed correctly, call-backs can deliver concrete ROI through several paths: lowered abandon rates, shorter handle time, reduced telco cost and more consistent call volume. In this new eBook, we’ll present these paths to ROI one-by-one, and walk through the calculation needed to build a business case for your organization.

article thumbnail

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

Fonolo

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.

article thumbnail

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

Fonolo

eBook: The ROI of Call-Backs for Your Call Center. Download our free eBook and learn how call-backs can deliver concrete ROI. What’s Inside: Lower Abandon Rate. One day, an on-premise call center may seem as quaint as a rotary-dial telephone. If hold time is unavoidable, the next best thing to do is offer a call-back.

article thumbnail

Why Call Center BPOs Need to Offer Call-Backs

Fonolo

But BPOs that offer call-backs go one step further as they are able to improve the call center experience and maintain service level expectations by: Smoothing out spikes in call volume. Decreasing abandonment rates. eBook: The ROI of Call-Backs for Your Call Center. What’s Inside: Lower Abandon Rate.