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How to Help Your Call Center Reduce Wait Time and Abandoned Calls - A Better Answer - ContactCenterWorld.com Blog

How to Help Your Call Center Reduce Wait Time and Abandoned Calls

Many businesses rely on phone services to stay in touch with their customers and their employees. All too often, customers are put on hold, and if the call is not picked up quickly, they hang up. Businesses should do what they can to avoid putting customers on hold for more time than it takes to transfer a call. It might sound like an impossible goal, but there are several things businesses can do to reduce hangups.

4 Reasons Why Customers Abandon Calls

Before making decisions about improving phone service, businesses should understand why their customers are abandoning calls

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Poor Customer Caller Experience

The most common reason why customers hang up a call is because of poor customer experience. Employees might be difficult to hear, they may not know where to direct the call, or the quality of the call might be poor. There are numerous reasons why a customer might be disappointed enough in their experience to hangup. 

Download: Improve your customer service with these 3 strategies!

Phone Lines are Busy or Cannot Be Reached

If a customer calls and continually gets a busy signal, they will eventually stop calling. The same will happen if the customer calls, and no one answers. 

Waiting Without Explaining

Customers will not wait if they do not know why they are waiting. As the clock ticks, customers will begin to overestimate how long they have been waiting. Some businesses have automated messages that tell their waiting customers that they are important and to continue to hold. But, if no one actually picks up and the customers hear this message repeatedly, they will hang up. Sometimes, customers will call back after they’ve hung up, but it’s not a guarantee. 

Waiting and Doing Nothing

No one likes to wait, and customers are more impatient than ever. If they do not know why they are waiting, and there is no sound coming from your end of the phone, customers will hang up. As they wait with nothing to do, they will grow impatient and abandon the call. 

How Do You Calculate the Percentage of Abandoned Calls?

When you want to improve your telephone service, you should collect data to learn what is and isn’t working. If you have abandoned calls, then you should look closely at how many and when they tend to happen. Abandoned calls can become a key performance indicator (KPI), but first, you have to get benchmark data. Once you do that, you can then set goals to reduce the number to see if your staff is doing better in attending customers they put on hold. 

When you want to calculate the abandonment rate, you collect the number of incoming calls in a set period. Then, you gather the number of calls that were actually handled. To get useful data, choose a period of time, like a month or a quarter. Then, subtract the calls handled from the actual calls received. Divide that number by the calls received. You will get a percentage that shows you how many are abandoned. Unfortunately, the number does not tell you why they were abandoned. 

How Can You Reduce Abandoned Calls in a Call Center?

It is possible to reduce abandoned calls after collecting data, analyzing it, and creating a solution that works for your organization. 

Provide a Better Queue Experience

You and your staff should look closely at the customer experience and how long they are waiting online. This is a data point that could be collected to get an accurate picture of the average wait time. 

Once the data is collected, management and call center employees should talk to each other about ways to reduce wait time. Some companies will actively engage with callers to let them know why they are on hold. Call centers try to improve their services by sharing information like this with customers:

  • Automate wait time announcements
  • Share information as customers wait on hold
  • Play music to distract customers while they wait
  • Gather required information from customers before putting them on hold

Implement a Customer Call Back

There is one sure-fire way not to have callers abandon a call: setting a call-back time. Rather than asking customers to wait, call centers arrange a call-back time, so the customer knows when the phone will ring, and they can talk to their agent. 

This technique is called “virtual queuing” or “virtual hold” - because the customer is still waiting to talk to an agent, but they are waiting with an expected call back. The key to success is actually having agents call them back. 

Some organizations will also have agents call back abandoned numbers during slow times. This can only be done when customer information is collected upfront or when call centers gather phone numbers from a caller ID service. 

Establish Channels of Communication 

Another useful way to reduce abandoned calls is to set up different channels, so customers do not have to call into the same line. This lets customers have a personalized experience while taking away some pressure on the call center. Customers can reach agents with direct phone lines and leave messages for call-backs.

Improve Training of Customer Agents

Training is another necessity, especially for call-center employees and agents. Call-center employees need to learn how to speed up their calls to reduce abandoned calls. And, agents need to do the same, so their customers aren’t waiting too long to talk to them. 

Prepare a Better Schedule for the Customer Agents

Some organizations look at phone data, so they can make staffing changes to meet the demands of a busy call center. Automated technology can look at historical data to predict when call centers will be busy. They can then suggest staffing ideas based on 15-minute intervals. They can also adjust agent schedules so they are available during peak phone hours. 

Hire More Agents

Lastly, if the phones are overwhelmed, and agents do not have time to attend to all of their customers, then it might be time to hire more agents. 

Abandoned calls are necessary to measure success when providing customer satisfaction. Fortunately, there are several realistic steps organizations can take to speed up their phone service and reduce abandoned calls.

Source: https://www.abetteranswer.com/blog/how-to-help-your-call-center-reduce-wait-time-and-abandoned-calls

Publish Date: August 30, 2020 5:00 AM


2020 Buyers Guide Cloud Contact Center Solutions

Page: 123
1.) 
Premium Listing
NobelBiz Corporation

NobelBiz OMNI+
NobelBiz’s latest product, the OMNI+, is a state-of-the-art contact center software that allows companies – regardless of the number of employees – to offer more efficient, standardized solutions to their clients. With OMNI+ you can manage your accounts on all popular platforms (from voice, to email, social media, and web chat) using a single browser. The software also offers effortless navigation between communication mediums and all customer interactions can be easily monitored by supervisors without interfering in their agent’s work. As far as integration goes, the product can be installed and ready to use in maximum 72 hours and can easily be overlaid in pre-existing infrastructures.
PH: 760.405.0105


2.) 
Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)
PH: +603 5569 9816

3.) 
Amtelco

Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.

4.) 
Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

5.) 
Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

6.) 
Brook Trout Solutions

CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes:
CCaaS: Talk Desk, Five 9s, Nice, Genesys and more
SIP Trunks: Many Global Providers to lower cost and improve operational efficiency
SD WAN: Connect to customers rapidly with the latest network technology to scale with flexibility.
Our service are at no cost to our customers. We look forward to meeting you!
PH: 800-886-9199

7.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

8.) 
Call Tracking Metrics

CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.

Conditionally direct calls, texts, chats and forms based on:

• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer

Say...
(read more)
PH: 8005771872

9.) 
Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
PH: 800-741-2998

10.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

11.) 
Connex One

Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.
PH: +27 73 485 8072 / +27 61 192 680

12.) 
contactSPACE

contactSPACE
Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.
PH: +61288803111

13.) 
Content Guru

𝘀𝘁𝗼𝗿𝗺®
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.

Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.

14.) 
CSX Cloud

CSX Cloud
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
PH: 18665474764

15.) 
Edify Labs

Edify Huddle
Edify connects businesses with customers and employees with each other. The company’s Business Communications as a Service (BCaaS) platform, Huddle, is the only one that unites unified communications (UC), contact center (CC) and communications platform (API) functionality in a single software solution that lets users move seamlessly among channels within one conversation. Edify removes all the risk of using its cloud-based platform with five free users forever, global availability, real-time redundancy, usage-based pricing and a 100% SLA uptime guarantee.

16.) 
Envision

Envision Click2Coach WFO/WEM
Data from phone, e-mail, web chat and social media interactions can help quickly identify patterns and trends, optimize operations and transform customer relationships. Envision delivers innovative software solutions, in the cloud or on premise, to optimize and engage your workforce. With our integrated line of Click2Coach products, customers get voice of the customer analysis, graphical dashboards, performance management, desktop analytics, speech analytics, interaction and compliance recording, quality management, workforce management and coaching and eLearning.

For more than 20 years, Envision has been providing award winning solutions to our customers that optimize customer experience...
(read more)
PH: 206-225-0800

17.) 
Fonolo

Call back / virtual hold solution
Fonolo's solution can eliminate hold time from your contact center without changing any business process.

Fonolo's cloud-based call-back solution sits above your infrastructure, giving callers the option to receive a call back instead of waiting on hold.

This results in lower abandon rates, handle times, and costs -- and a superior experience for your customers.
PH: 416-366-2500

18.) 
Geomant

Microsoft Teams Contact Centre
Geomant is enabling organisations to extend the power of Teams even further, to customer interaction with our Buzzeasy Contact Centre. Buzzeasy is a native Teams application that enables Teams users to handle customer interactions effortlessly, across multiple channels including voice, email, webchat and the most popular messaging platforms, such as Messenger, WhatsApp, Viber, etc. By adding Contact Centre functionality to Teams, it becomes an all-in-one collaboration and communications platform not only for internal communications, but for customers as well, in an easy and cost-effective way.
PH: 01789 387900

19.) 
Integra CCS

uContact
uContact is an All-in-One contact center solution. Our unique one-on-one customer service makes us perfect for small to medium call centers. Rather than relying on multiple applications we will offer you: - Dialers (Inbound & Outbound)
- SMS, Email & Webchat in a Unified Inbox
- A Call Center Designed CRM
- Completely Customizable Reporting
- Gamification
- Recording
- Voice Broadcasting
- Quality Control
- Live Coaching (Spy, Whisper, Collaborate)
- Many More Features & an Open API.

20.) 
Intelligent Contacts, Inc

Intelligent Contact Center Suite
The Intelligent Contact Center harnesses the power of machine learning and predictive analytics to substantially increase agent productivity when compared to manually dialing.
Key ROI metrics:
• 4 predictive algorithms cut agent idle time in half and deliver right party contacts with fewer dropped calls
• Answering Machine Detection rates averaging 85-92%
• Unified Communication (calling, voicemail messaging, SMS, email, chat) that reduces operational costs through personalized automation and preferred channel delivery.
Core features
• 100% TCPA-compliant auto dialer platform
• Unlimited line capacity and instant scalability
• Call recording and data storage (included)
• No agent s...
(read more)
PH: 1 800 214-7490
 
Page: 123



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