Get on top of call peaks early
If your contact centre is abandoning a high percentage of calls, it’s likely a decent chunk of those are customers who have called and abandoned multiple times.
This vicious cycle can quickly escalate and negatively impact calls-offered statistics and demand forecasting, making it look like more agents are required than necessary.
Make a concerted effort with extra staff and technology to answer calls initially, and calls offered will dramatically reduce, up to 25% in some cases. This provides a truer picture of customer demand and offers breathing space before staff are refocused to where they are truly needed.
If volatile call volumes are an issue, callback technologies can keep a customer’s in-queue place or offer callbacks at a time convenient for the customer. This helps smooth out demand, making it easier for contact centres to handle calls.
For more information, please contact us.
This article originally appeared on Call Centre Helper where you can read other experts ideas to reduce your abandon rate.
Craig is Head of Solution Consulting at IPI. With over two decades of experience in the dynamic world of contact centres, he’s seen the industry evolve, and evolved with it. Craig’s journey began with hands-on operational roles, focusing on technology, resource planning, and leadership.
Throughout his career, Craig had the privilege of collaborating with global brands, empowering them to harness cutting-edge technology and streamline their operations. Today, Craig leads Solution Consulting at IP Integration, where we leverage our extensive industry experience to help clients deliver exceptional customer experiences.