March 19, 2014

Reducing Abandon Rate

CallTalk Caramels - Call Center AdviceCallTalk is a monthly internet radio program featuring innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore.  “Caramels” distills “Aha!” moments from these interviews into practical, bite-sized nuggets to inform and assist you as a contact center professional.

Call abandonment is often considered as a lower-level metric, and thus people do not focus on the implications of abandoned calls to the organization, which include staffing issues (too few agents indicates that staffing levels are not in alignment with business needs); technical equipment issues (lack of proper technology for directing and handling calls); and strategic business issues tied to the organization’s mission statement and positioning in the market. It is important that contact center managers be proactive in building relationships with other departments, so as to stay ahead of customer-impacting issues such as media ads, mass mailings and other marketing strategies that may impact call volumes.  In many instances a lost call is a lost sale. Sales centers, in particular, should calculate average revenue per call to determine what abandon rate is financially acceptable.

Here are some key strategies for your abandonment metric:
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