Oct 14

5 Ways to Decrease Call Abandonment

Posted by Rachel Brink on Oct 14, 2016 9:18:21 AM

When a customer ends a call before it is answered by a live agent, the call is considered to be “abandoned”. Typically the result of long hold times, call abandonment can be a serious problem within contact centers, as it is often correlated with low CSAT scores, decreased revenue, and lost business. Consider this- more than sixty percent of consumers will hang up if their call is not answered in under five minutes, and more than eighty percent if their call is now answered in under ten. And while every industry and business is different, abandonment rates above 5% are considered to be problematic. How can contact centers decrease their call abandon rate?

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Topics: customer service, call center, contact center, IVR, call abandonment