The tools that you provide to your agents play a crucial role in deciding the quality of their service. In certain scenarios where the agents are provided with complex tools, that they are unable to use appropriately, they take much more time than expected to handle calls. This affects the quality of customer service and boosts the call abandon rates. Thus, instead of using five different tools which are for free, consider having a developer create one tool that incorporates all the five tools and is easy to use as well. This will help increase your agents’ efficiency and ultimately lower the call abandon rates.
2. Find the appropriate agents:
Finding the right people to do work can help assure that calls would be handled quite nicely. With all the calls handled well, the time spent on one call should be short and there would be a lot less number in the queue. Thereafter assigning the respective tasks to the appropriate agents will help you be sure that work will be done well and there will be minimal or no delays. This further means that the callers will not have to wait for long time intervals and their calls will be transferred to the agents as soon as possible. Therefore, customer satisfaction would be an added bonus along with a lowered call abandon rate.
3. Make use of the right technology:
Though there is no harm, making use of old tools and old equipments but sometimes these can run slow and affect how agents work. This can, in turn, increase the call handling time and also increase call abandon rate. So, you need to find and use the best, fastest and most efficacious technology. An upgraded, efficient technology helps a lot, especially when you are multi-tasking.
This is one of the most important and effective strategies when trying to reduce your call abandon rate. In order to be able to provide your customers with good messages, good music, and everything else that would help you improve your call abandon rate, you need to know them thoroughly. Therefore, you need to go above and beyond to get the information that you would need to further improve your queue message, on- hold music etc.
2. Keep yourself updated with the latest trends:
In order to effectively reduce your call abandon rate, you need to keep yourself updated with new trends being used in the world of customer service. You need to be aware of the new trends in providing service. Moreover, you need to figure out those specific days of the week when there are a lot more calls as compared to other days. Once you have figured out the busiest days, take measures to lessen the burden and increase the call center’s capacity for those particular days. This would help lessen the call abandon rate and give your business more positive reviews from customers.
3. Train your agents appropriately:
Consistent training sessions should be held to improve the efficiency of training agents. They should be trained to handle even the worst of all customers. This would help you keep them updated with the latest trends and make them learn about the advancements in the technology. Moreover, these training sessions would help them perform better even during times when they are too pressured and stressed out. When trained appropriately, these agents can easily handle calls and provide solutions that are needed by the customers. This would effectively improve the quality of customer service and lower the call abandon rate.
In order to reduce the call abandon rate, you can consider replacing hold time with a callback. According to research conducted by Forrester, providing the customers with an option to hold their place in the queue and go on to do something else is highly appealing, with 75% stating a preference for it. Therefore, instead of asking your customers to wait on hold allow them to request for a callback. This will lead to the customer being immediately released from the waiting list. Thereafter, he can be given a callback as soon as an appropriate agent is available. Apart from lowering the call abandon rate it also leads to an increased first call resolution, thus benefiting the organization.
2. Employ omni- communication channel:
This is yet another tactic that can effectively reduce your call abandon rate. Omni-channel communication channel refers to various channels of support other than the phone. Employing omni-channel communication channel would definitely lower the burden and reduce call abandonment. You must consider adopting omni-channel communication to provide a consistent experience to your customers across channels.
3. Consider changing your on-hold music:
According to a research has shown that 71% of customers like to listen to music while they are on hold. Therefore, your choice of music plays a crucial role in maintaining the customers’ patience. As a matter of fact, the music played at the time of hold could be causing the callers to hang up the phone. Therefore, you need to check the analytics and see when the maximum drop-offs occur. In case it is after the music starts playing then consider replacing it with the customer’s choice of music. This can be done by asking the customers’ feedback about the on-hold music on social media sites. Based on their consensus, the required modifications can be made.
4. Change your queue message:
Customers tend to learn your queued messages when they call frequently. So, they tend to skip the instructions and directly press the required numbers as they memorize the sequence. This causes problems. Thus you can consider changing your queued messages consistently. This will help buy the agents time to finish up on earlier calls. Therefore, by the time the call goes through, there would be a lot less waiting time for the new ones.
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