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

Fonolo

If you send some of your calls to a BPO/outsourced call center, the call-back strategy won’t extend to those calls. 2) Reduce Abandon Rates. Abandonment leads to higher repeat calling (which can strain the call center system) and, of course, frustrate customers. When hold times are long, many callers will simply hang-up.

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Scheduled Call-Backs Are a Call Center Superpower

Fonolo

This small change in strategy is deceptively powerful. That drives up the abandonment rate, as callers get tired of waiting on hold. If you want a quantitative example of this, download our free eBook The ROI of Call-Backs for Your Call Center. Webinar: How to Lower Abandon Rates and Improve the CX .

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How to Measure Contact Center Agent Productivity and Five Ways to Boost It

Playvox

Having contact center software in place to automatically detect holds and dead air is a great way to minimize abandonment rates, maximize efficiency, and highlight areas for improvement. People will also abandon live chats if they are left for too long a time period.

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Avaya Accelerates its Cloud Pivot with Reorg and Spoken Acquisition

Fonolo

Spoken built a cloud version of Avaya’s Aura Elite call center technology, so the short term motive here is immediately obvious: to quash the nagging criticism that Avaya has no cloud strategy. Laurent Philonenko, formerly CTO, is now SVP of Solutions and Technology and remains in charge of product strategy, so there is some overlap there.

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8 Contact Center KPIs Add to your Management Tool Box

SharpenCX

Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. Call abandonment rate. To track your abandonment rate, divide your number of abandoned interactions by your total inbound interactions.

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6 Healthcare Call Center Solutions for Better Patient Care and Agent Retention

Noble Systems

As we continue to navigate Covid-19 and look beyond the pandemic, many healthcare organizations are rethinking everything from their strategy and staffing to their technology road maps. This second chapter covers the must-have healthcare call center solutions that support new strategies, further empower agents, and better serve patients.

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Customer Service Data is the Nucleus of Your Contact Center: How to Use Data to Inform your Decision Making for Standout Service This Year

SharpenCX

Your hold times, your service levels, and your abandon rates all fall into this category. Collecting the right data and distilling it down so it makes sense to the right people is key to building better customer service strategies. Behavioral data (like feature usage and churn trends). Analyze customer interactions.