Call Abandonment

Explanation:

Call abandonment occurs when a customer hangs up before reaching an agent or having their issue resolved. High call abandonment rates can indicate long wait times, ineffective call routing, or customer dissatisfaction with the service process.

Best Practices:

• Reduce Wait Times: Monitor and adjust staffing levels to ensure that customers do not have to wait too long for an agent.
• Set Callback Options: Offer customers the ability to request a callback rather than waiting on hold, particularly during peak hours.
• Monitor Peak Times: Identify peak call times and optimize staffing or routing to handle higher call volumes efficiently.
• Improve Self-Service Options: Implement IVR systems or chatbots for handling simple customer requests, reducing the volume of calls that require agent involvement.

How Daktela Can Help:

Daktela's call center software provides tools for managing call volume, optimizing staffing levels, and monitoring real-time call data to reduce abandonment rates. With predictive call routing, Daktela ensures that customers are quickly connected to available agents based on priority or skill set. Additionally, Daktela's callback functionality offers customers the option to leave their number and receive a callback, reducing the need for prolonged hold times and improving the overall customer experience.