What is Average Call Abandonment Rate ?

Before we dive into how to lower call center abandonment rates, let’s first understand what they are and why they happen.Abandoned calls are defined as when a caller hangs up before speaking to a service agent. This can happen for a variety of reasons, the most common being that the caller was placed on hold for too long. Other reasons can include poor call quality, difficulty understanding the service agent, or feeling like the agent is not helpful. No matter the reason, abandoned calls are a frustrating experience for both the customer and the call center.

Abandoned calls are a major issue for call centers because they cause a decline in customer satisfaction. In addition, abandoned calls can also be costly for call centers, as they require more resources to handle. For example, if a customer hangs up and calls back, the call center will have to use more resources to handle the call a second time. In addition, abandoned calls can also lead to bad publicity for a call center, as customers may leave negative reviews online.

So how can call centers lower their abandonment rates and improve customer satisfaction? There are a few key strategies:

– Offer self-service options: Customers should be able to solve simple issues without having to speak to a service agent. This can be done by offering a robust knowledge base, IVR (interactive voice response) or FAQ section on your website.

– Improve call quality: This can be done by investing in better call center infrastructure and making sure that agents are properly trained.

– Minimize wait times: Customers should not have to wait more than a few minutes to speak to a service agent. This can be done by increasing the number of agents on staff or by offering call-back options.

– Improve agent skills: Agents should be properly trained on how to handle calls, including how to defuse difficult situations. In addition, agents should be friendly and helpful in order to improve the customer experience.