A place to ask questions, connect with others, and stay in the know
Originally posted by dcurrier;36907An abandoned call is one that disconnects while waiting in queue prior to the call being answered by an agent.
The simplest way to reduce this number is to ensure that there is always someone available in the queue. This usually isn't the most realistic solution, but if the call never has to wait beyond hearing the phone ring before the agent answers, then there won't be very many that abandon. In short, this means hiring more agents and making sure that times where one or more agents are on break are well covered.
Another option is presenting callers with an option to request a callback. They may still choose to hang up (abandon), but at least it gives them the option of doing something else.
Also asking why callers are abandoning may be helpful. Are they hanging up because they aren't willing to wait on hold as long as it would be necessary to speak with an agent? If so, are there other services you could provide that would answer their question without the need to speak with an agent (self service, mobile updates, etc.)?
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.