Although there are different reasons behind call abandonment, we have some tips that work in most cases to reduce it.
When a caller hangs up the call before connecting to the agent, it is known as call abandonment. The call abandon rate is the ratio of the number of calls abandoned to the total number of calls arrived.
Most call centers deal with call abandonment on a daily basis, and some constantly take steps to keep it at the lowest possible rate. Despite that, some call centers can not keep up with the rate because they are unaware of the necessary steps. Although there are different reasons behind call abandonment, we have some tips that work in most cases to reduce it.
Estimated Hold Time
It is a good practice to tell the caller how long it will take to connect them to an agent. Companies should provide callers with information about the estimated hold time. If the caller is in a queue, they should be informed about their spot in the queue.
Hold Music
Music reduces the caller’s sense of waiting time, and most companies play music while the caller waits for the caller to connect. The choice of music can vary according to demographics and what people listen to in certain parts of the globe. Consider your target market and location and choose a hold music your customers might enjoy.
Addressing the Average Handling Time
The average handling time is an agent’s average time handling a call. Most call centers try to keep it low. The average handling time directly relates to the call abandonment rate.
The lower the handling time, the more available the agent. For every incoming call, there is more likely to be an available agent. Agents must be well-informed and equipped with the necessary tools and customer data to maintain the average handling time on par.
Improve Customer Self-Service
Call abandonment suggests that an agent was not available. But, if the caller is taken to some options through an IVR (Interactive Voice Response), they no longer need an agent’s assistance.
The possibility of call abandonment is eliminated as the caller finds a solution. A self-service tool can be developed by including various services, such as IVR or caller verification through SMS. It is highly advisable not to put callers in a waiting line but to get a self-help tool to provide them with basic information such as order status or package tracking.
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