Call Center Abandoned Calls metrics

Tags:
Call Center
Call Center metrics
Service desk management
Why is it important for a call center to measure abandoned calls ratios?

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If customers are abandoning while in the Queue then your queue times are getting to high and your customers are getting frustrated and probably will stop doing business with your company.

After you have sold your product or service to your customers your customer support call center is pretty much the only contact that you have with your customers and if they have to wait on hold so long that they hang up then your contact with the customer has not been a good contact.

Happy customers rarely tell people about the service which they like. Customers who have had a bad experience will tell most everyone that they know about that bad experience which will lead to the people that they know not purchasing your service or product.

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