Despite the many tomes and blogs picking over whether or not all abandoned calls should be included within statistics, the fact remains that every abandoned call is a missed opportunity to satisfy a customer and potentially generate new revenue, whether directly or indirectly. You don’t want your customer to go to another company because they are fed up with waiting for you to answer their call.
You don’t want your company to have a reputation for bad service either – as we all know, busy people don’t have the time to wait and will be especially indignant if they are paying for the call. A customer who has had a satisfying telephone call with a company and feels welcomed and listened to is more likely to remain loyal when bombarded with your competitor’s marketing. In addition, some calls might turn out to be a great opportunity to cross–sell and upsell other services and products.
So abandoned call rate is an important KPI to measure. Rostrvm has an Abandoned Call Calculator to help you do this. The results may help when deciding a strategy for tackling possible under-staffing issues or flaws in IVR scripting amongst other things.
QueueBack & CallBack
To address the problem of peaks and troughs in demand in the call centre, rostrvm QueueBack and CallBack help manage call centre queues.
QueueBack allows a caller on an inbound queue to hang up but keep their position in the queue. Once they have got to the top of the queue, rostrvm automatically generates a return call and passes this through to an available agent. QueueBack can also prompt the caller to provide contact details – for example, a help-desk incident number – which can then be given to the call centre agent before the call back is made.
Alternatively, at times when call traffic peak is so high that even QueueBack support will not balance caller demand and staff availability, rostrvm CallBack allows the caller to leave details. The software then schedules a call back at a later time, typically during a dip in call centre demand. In summary, QueueBack smooths fluctuations in call demand and CallBack removes peaks in demand.
To learn more simply contact us and tell us about your operation. We can arrange for one of our consultants to visit you and assess the potential benefits – don’t worry, it doesn’t cost anything other than your time.
Alternatively, if you just want to get an idea of how we can help we have a calculator to estimate how much abandoned calls are costing you. To access Rostrvm Solutions’ abandoned calls calculator please click here.