Master the Art of Call Generation

Common reasons for high call abandon rates

1. Lengthy wait times

‍If customers have to wait for an extended period of time to speak with a team member, they are likely to become frustrated and end the phone call before talking to a team member.

2. Inefficient routing

If calls are directed to the wrong department or agent, customers may become frustrated again and end the phone call early. This can be due to outdated routing systems or a lack of proper training for team members.

3. Poor call quality

If the quality of the call is poor, customers may have difficulty hearing the team member or may even get disconnected. Poor call quality can be caused by various factors including poor signal strength, outdated equipment, or a lack of proper training for agents.

Now that we've identified some of the reasons for high call abandon rates, let's explore ways to improve

1. Increase available team members to take calls

An extremely effective way to reduce call abandon rates is to increase the number of team members available to take calls. This will help to shorten wait times and allow customers to speak with a team member in a timely manner.

2. Implement a queue management system

Queue management systems allow you to route calls to the most appropriate team member based on the customer's needs and the team member's expertise. This can improve the customer experience and decrease call abandon rates.

3. Invest in call quality

Make sure you have the necessary equipment and infrastructure to support high-quality calls. This can include:

• Investing in top-quality headsets
• Using a cloud-based phone system
• Ensuring that your network is fast and reliable.

‍

4. Train your team members

Proper training can significantly improve call through qualities. Make sure your team members are well-versed in the best customer service practices and provide them with support to handle a challenging phone call with ease.

5. Offer alternative communication channels

In addition to phone calls, consider offering customers the option to reach out via live chat, email, or social media. This can help to reduce the volume of calls and ultimately aim to improve the customer experience.

6. Monitor and analyse data

Use data and analytics tools to track your call abandon rate and identify patterns and trends. This will allow you to make informed decisions about how to improve call through qualities.

‍

High call abandon rates can be frustrating for customers and can impact your business negatively. By understanding the causes of high call abandon rates and implementing strategies to improve call through qualities, you can reduce your call abandon rate and enhance the customer experience.