If you have a problem with lost calls in your contact centre then business leaders will probably believe the contact centre is simply not performing.
But this isn't necessarily the case. Unanswered call problems can be caused for a variety of reasons. To get to the root of the problem, you need first to understand:
- Customer requirements - Why do customers hang up? They've made the effort to contact you so, why don't they wait for an agent?
- Customer expectations - Some customers may have higher expectations of service than others. What do your customers expect and are you delivering?
- Queue time - Is the queue time acceptable? Perhaps queue times can be managed by the reason for the call? Would this have a positive impact on your lost call figures?
- Service level - Is your service level too high or indeed too low?
- Call handling time - Are agents taking too long to deal with queries that should only take a few minutes?
- Call quality - Could IVR or Self Service free up skilled agents to take the calls that are getting lost?
CCT can help you to understand the cause of lost calls within your contact centre and help you reduce the number of lost calls within your business. For more informaiton on how CCT can solve your abandoned calls issue, contact the CCT team