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Proven Way For Call Centers To Reduce Abandoned Calls And Enhance Customer Satisfaction

Proven Way For Call Centers To Reduce Abandoned Calls And Enhance Customer Satisfaction
April 26, 2017 / Evolve IP

On a busy day when communication matters most, the last place you want to find your customers is on the island of lost calls. It’s a known fact that excessive wait times and abandoned calls lead to frustrated customers. And the last thing businesses wants is to lose another caller due to customer dissatisfaction.

According to Deloitte, 96% of businesses expect growth within their contact centers in the next two years. As businesses grow, the number of callers increase but the number of staff members remains more or less the same. This increase in number of received calls leads to increased hold times which in turn results in greater call abandoned rates. Also, organizations lack visibility into calls lost due to limited number of phone lines and queues. This has a damaging effect on customer retention and life time value of the business.

A proven way to avoid having your callers on the island of lost calls is to adopt Evolve IP’s Queue Callback solution. This unique call center feature allows customers to choose the option to receive a call back from the call center agent instead of waiting on hold.

For example, one of our customer, Ameriflex, was faced with the challenge of increased call abandonment rate and wait times. With Evolve IP’s Queue Callback solution, they were able to:

  • Reduce abandoned calls by 15%
  • Reduce wait time by one minute

Also, it is interesting to note that 45% of callers chose call back as opposed to waiting on hold.

With the rapid advancement in technology, customers are constantly demanding for a better and a more improved customer experience. It is important to remember that your customer’s satisfaction hinges on every interaction they have with your call center agents. Organizations that focus on a formal quality management program and dedicate themselves to improving the customer experience will differentiate themselves in the market place and most importantly help them achieve successful call center results.

Follow the link to learn more about how Evolve IP’s Queue Callback solution can help your business, and click through to download our Queue Callback datasheet.

Categories: Call Center Comic

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  • Association Resource Group is an award-winning technology consulting and brokerage firm with over 25 years as an industry-leader.

    We have been Evolve DaaS clients for just about 2 years. What execs really need to know is how much productivity DaaS brings to an organization. We have estimated that each employee saves 10 minutes a day in startup and shutdown time. Probably another 5 minutes a day in work from home productivity - i.e. more likely to log in from their home PC than if they had to carry a laptop home every night and no clunky VPN or Citrix session to dissuade them from getting on.

    So, 15 minutes a day, that is 3% of their day back. 3% of an $80,000 a year employee is $2,500.

    DaaS has a 300% return, with no capital at risk. That is what I would tell your execs. Feel free to ask questions.


    Steve Murphey, Vice President

  • Based in Northern New England, ClearChoiceMD treats urgent, non-life-threatening medical needs.

    "With Cloud Connect, we have eliminated intermittent phone and internet service drops, increased the reliability of daily business tasks like writing e-prescriptions. We’ve even resolved printing issues. We have zero down time now as a result of connectivity because we’re always up and running.”

    Alex Fuchs, IT Director for CCMD

  • CCI Health & Wellness Services is a group practice, empowering patients to partner with staff for an unparalleled healthcare experience.

    “Usability is one of the most important factors in selecting technology solutions. We needed a solution that our staff could learn quickly and rely upon each day through high call volumes. Evolve IP emerged as best choice and the deployment has been very successful.”

    John Torontow, MD, MPH Chief Operating Officer - CCI Health and Wellness Services

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