JustCall

APRIL 3, 2024

During these times, customers often contact the company to seek clarification or report issues, which creates a sudden spike in call center call volume. Customer feedback or complaints – Certain events or issues like faulty products can cause widespread customer dissatisfaction. It helps to identify areas for improvement as well.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

JustCall

APRIL 8, 2024

However, unexpected surges can also occur due to promotional campaigns or external events. For these situations, businesses need flexible agent allocation to handle fluctuations. Introduction of new customer service channels (e.g., chat, social media) Customer preferences evolve over time. What is call center scaling?

Call Center 40

Call Center Interactive Voice Response Self service Chatbots 40

Toister Performance Solutions

MAY 13, 2021

Long wait times increased complaints. One client implemented this tactic, and the results were immediate: #2 Focus agents on first contact resolution (FCR) Stop showing real-time productivity data to agents, including average handle time, emails per hour, and chats per hour. Gather hard data when possible.

Contact Center 71

Contact Center Wait times outsourcing Self service 71

pindrop

JANUARY 8, 2021

Protect passively works in the background to monitor calls and account events to identify anomalies without requiring genuine customers to jump through hoops. . Protect analyzes thousands of indicators across the fraud event lifecycle – from account mining and reconnaissance in the IVR to social engineering attacks against agents.

Average Handle Time 40

Average Handle Time contact center workforce Interactive Voice Response Call flow 40

Callminer

AUGUST 1, 2017

Average handling times (AHT) increase. Customer service diminishes. Reduced Queue wait time : This can be done by having a strong dialer that can reroute calls to different agent groups. This can be achieved if all agents are trained on both campaigns so that the queue hold time can be reduced.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Playvox

OCTOBER 19, 2021

Working extra overtime hours and handling back-to-back interactions all day long can quickly lead to agent burnout, especially if customers are frustrated about long wait times and take it out on agents. Worsening the cycle, burnout leads to attrition at a time when contact centers can’t afford to lose agents.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

Fonolo

NOVEMBER 13, 2019

Despite the hiring of seasonal call center agents, the average number of support tickets per agent can still increase by 17% during the holiday season, putting much pressure on retailers, their stressed full-time staff, and new seasonal agents. Optimize Your Self-Service Channels. It’s All in the Forecasting.

Call Center 62

Call Center Management Average Handle Time Contact Center 62