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How to Reduce Call Abandonment in a Contact Centre

Does your customers leave a call before having any conversation? Learn how to reduce call abandonment in this PPT. <br>

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How to Reduce Call Abandonment in a Contact Centre

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  1. How to Reduce Call Abandonment in a Contact Centre

  2. Any call that gets disconnected before a conversation can happen between agents and customers is referred to as an abandoned call

  3. Most contact centres face call abandonment during peak times and seasonal sales due to an increase in call volume

  4. Long wait times is another reason for call abandonment as customers lose patience and end up disconnecting the call

  5. Here are some ways to reduce call abandonment in a contact centre

  6. #1 Omnichannel support Modern customers connect with contact centres on different platforms—social media, emails, calls, etc. Investing in an omnichannel strategy will reduce the call abandonment rate

  7. #2 Call-back solutions Contact centres should offer a call-back solution so customers can keep their place in the queue without having to stay on hold for a long time

  8. #3 IVR solution Optimising IVR solutions can ensure customers are routed to the right agents quickly Supervisors can also train agents to transfer calls correctly in case customers get lost in between departments

  9. #4 Call handling time Hire skilled agents to reduce the time spent on each call, thereby catering to more customers and handling higher call volumes easily

  10. #5 Average handling time (AHT) Contact centres should calculate AHT to predict staffing needs and training requirements Taking note of AHT helps improve the efficiency of the contact centre

  11. #6 Music on hold Customers like listening to music while waiting on hold Choose a soothing tone as anything noisy may put them off Analyse call abandonment curve to understand which tracks don't work

  12. Overall, contact centres can implement simple measures to reduce call abandonment rates and maintain customer satisfaction Doing so will ensure maximum conversions and enhanced brand reputation in the market

  13. About Acefone Acefone delivers cloud-based communication services that ensure the total security of your business data We offer a holistic set of features that can help you reduce call abandonment and provide better service to your customers Visit: www.acefone.com/uk/ Call us: 0800-084-3663 (UK) 1888-859-0450 (US)

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