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4 Effective Ways to Reduce Call Abandonment Rates

Do you have a contact centre that fails to meet customer expectations? Then you might want to reconsider how customers engage with your contact centre and how many customers give up and abandon their calls.<br><br>Let take a look at 4 effective ways to reduce abandoned calls and increase customer satisfaction.

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4 Effective Ways to Reduce Call Abandonment Rates

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  1. 4 Effective Ways to Reduce Call Abandonment Rates

  2. What Is an abandoned call, exactly?

  3. The call centre abandonment rate is a statistic that tracks the percentage of calls that are dropped after being placed in a queue. The call abandonment impact the cost shows how many calls were dropped before an agent could answer the customer's query.

  4. How to Figure Out What The Average Call Abandonment Rate Is

  5. Divide the number of abandoned calls or interactions by the total number of inbound calls to calculate your contact centre’s average call abandonment rate. Abandoned Call Total Call Abandon Rate =

  6. Call abandonment can happen for various reasons, such as a customer’s mistake or developing impatience with the amount of time it takes to contact an agent. Benchmarking and analysing your average call abandonment rate may significantly impact customer's experience (CX).

  7. Here are four effective ways to reduce call abandonment rates.

  8. #1 Announce estimated wait time

  9. Consider implementing a system that provides callers with an anticipated wait time so they can decide whether to hold for an agent or wait for a callback right away.

  10. #2 Set up a callback system

  11. Introduce a policy requiring agents to call back abandoned phone numbers during off-peak hours. You might be able to recover some of the revenue lost due to the abandonment approach

  12. #3 Make self-service available

  13. Nothing irritates customers more than being held on wait for the information they could quickly get. Ensure that your self-service channels have the most up-to-date information, and route any customer on hold to the appropriate website, social media accounts, or IVR.

  14. #5 Have a backup plan in place

  15. Consider collaborating with a third-party business process outsourcing (BPO) business to handle bulk calls if call volume increases too much. You can even build your own overflow resources by hiring remote workers to take calls during peak times.

  16. For a thriving contact centre, the call abandonment rate is one of the essential KPIs. Customers obtain the experience they want, whether it is service, sales, or technical support if call abandonment rates are as low as feasible.

  17. Call us immediately at 0800-084-3663 to speak with one of our specialists about calculating and minimising abandonment rates.

  18. About Us Acefone delivers cloud-based communication services such as hosted phone systems, free phone numbers, and contact centre solutions Acefone can help intelligently route calls, monitor customer sentiment, improve self- service choices, and more. Contact Acefone today to learn more about how to reduce call abandonment rate . To know more visit: www.acefone.com/uk/ or you can call us at 0800-084-3663

  19. Check Out Some Other Slide Let's Get Social

  20. References Tips To Reduce Abandoned Calls In Your Call Centre Starting A New Contact Centre? A 5 Point Checklist That Will Keep Your Centre From Failing Innovative Ideas To Boost Your Outbound Contact Centre Performance

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