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How to Reduce Call Abandonment in Your Call Center

how to reduce call abandonment in call centers telerep

When it comes to call centers, dropped calls are all too common.

When it comes to call centers, dropped calls are all too common. In fact, costumes waiting for an agent can easily hang up after a few minutes of being stuck on hold. The reality is, people are looking for immediate attention and satisfaction when it comes to customer service. As a result, avoiding dropped calls like this can boost your business. Ultimately, no matter the reason behind the dropped call, your customer will be left displeased and unhappy with the quality of service provided to them. This dissatisfaction can thereby have a negative impact on your business overall. However, there are some steps you can take and features you can implement that’ll alleviate and reduce call abandonment — leading to a happy customer base and a boost to your call center down the line. 

Announcing Estimated Wait Times For Calls

People would love to know how long they need to wait when it comes to being on hold. In fact, informing your customers about their estimated wait time can significantly reduce the number of abandoned calls you receive. The reality is people want to know what they are signing up for when being placed on hold. Ultimately, people want to be informed about how long they’ll likely have to stay on hold before having a representative talk to them. As a result, more people will wait for their wait time while others may end up hanging up immediately. Just by retaining a few more customers via announcing the wait times, you can end up with happier clients as well. 

Providing Customers With A Virtual Queue

Beyond just voice calls, virtual queues are a game-changer when it comes to avoiding any dissatisfied customers. In fact, virtual queuing easily gives your customers the unique ability to receive a callback or even a text back. As a result, they’ll have that personal touch without much more effort on your part as a call center. 

Bottom Line

At the end of the day, ensuring your customers are always satisfied is essential. In fact, doing so is easier than you think — just by implementing a few key features to make the call center process more seamless and easier to navigate for your customer base.

Contact TeleRep Today!

If you are ready to install a call center service for your business, TeleRep is here to help. If you still have more questions, our trained professionals are ready to answer them. We know how important customer feedback is to you and your business, so let them know that you care with an answering service. To learn how TeleRep can help you today, visit us online or give us a call at 1-800-638-2000. To keep up with our work and to see what we have been up to, be sure to follow us on Facebook, Twitter, LinkedIn, and Pinterest.

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