Abandonment rate

The abandonment rate is a simple calculation on the percentage of customers that purposely disconnected while waiting in a call centre queue trying to connect to your business.

Essentially how many people hung up in frustration after waiting too long (in their minds) to speak to one of your employees.

How can you reduce your abandonment rate?

Having customers hanging up in frustration is not a good outcome for your business so these four tips provide you with some idea on how you can reduce abandonment rates in your call centre.

1. Put on more staff

The most obvious solution is put on more staff!

But how do you know how many staff you need to meet demand?

Our Call Centre Calculator is designed to answer that question!

It will determine exactly how many staff you need to meet service levels and how by tweaking some shifts you could lower your abandoned calls.

Of course, just knowing you need more staff doesn’t mean you will get them…

2. Offer a callback service

Consider offering either an Automated Callback Service or an Intelligent Callback service so customers can retain their place in the queue.

It’s a better customer experience but it still doesn’t get away from the fact you will need more staff to handle the call volumes.

3. Use Queue Announcements

By keeping customers informed of their progress you can help reduce their stress and it can result in lower abandoned calls.

Learn more about:

4. Migrate to other channels

Empower your customers to self-serve with better information on your website.

Next steps

Upcoming Industry Events:


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Virtual/Online

In this Sharpen the Saw - Manager to Leader training course you'll build your skills as a leader to better leverage your team, their ideas, skills and experience.

Customer Service Emails – Dec 2020

$397
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Zoom

The December 2020 Customer service emails training course is designed to equip frontline correspondence Team Members and their direct Team Managers with the knowledge and skills needed to effectively (with style) and efficiently (with a focus on reducing unnecessary repeat contacts) better manage complaints and enquiries received via emails.

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$3800
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This 3-day course is designed to teach you the foundations of good Workforce Management principles (WFM), and how to implement them in your own business.

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