Why are Call Abandon Rates Important?
Delivering a successful Customer Experience is becoming more and more of a challenge for businesses. Not only are customer expectations increasing but their tolerance for perceived poor service is shrinking. On top of that, pressures on resources and budget mean businesses are trying to do more with less.
Reducing contact centre abandonment is key to maintaining customer experience. It is also very important to consider how to reduce abandonment. Customers often abandon due to long wait times, but there are other factors that lead to abandonment.
Your customer interaction abandon rate is not just a strong indicator who is unhappy with your service. It is also something you can address. Even better, it may even be easier than you realise.
This guide looks at seven steps to reduce call centre abandonment and how to ramp up your service effectively.