One of the key metrics that every customer call center manager should monitor is what is known in English as the „abandon rate.” This refers to the proportion of callers who hang up before their issue is resolved and the call is concluded. This can occur during the interaction with the agent or even before it begins, for example, while waiting to be connected. Clients may hang up out of frustration or due to long wait times. A high abandon rate often leads to a noticeable increase in customer dissatisfaction. How can you reduce the number of callers who hang up in such a way? Here are several strategies that can help.
Reduce the time clients spend waiting to be connected
According to CallCentreHelper, the first step is to reduce the amount of time clients have to wait before being connected with an agent. There are many ways to achieve this – from dynamic and efficient shift planning to reducing the average handling time per case.
Offer more communication channels and reserve phone contact for complex cases
If your phone lines are overwhelmed, introduce more communication channels, such as live chat, virtual assistants, a list of frequently asked questions, or email. Use these channels to resolve the majority of issues and reserve phone support for particularly complex cases.
Ensure the list of frequently asked questions is up to date and easy to access
To enable clients to resolve their issues independently and reduce the need to contact support, it is important to clearly reference an updated and well-organized FAQ section on your website or within the chat interface.
Offer to call customers back
Instead of making customers wait on hold, implement a system where you offer to call them back within a specific timeframe. Be sure to clearly communicate when the call will take place, keep the wait time reasonable, and strictly adhere to the agreed schedule.
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