Fonolo

JULY 31, 2018

Established in 2012, Payless Furniture processes over 5,000 furniture deliveries every month for customers across the United States. As a result, abandon rates, frustrated customers, and strained resources were becoming reasons for concern. WEBINAR] What Are the Top CX Metrics for Improving Your Contact Center?

Abandon rate 52

Abandon rate Customer Experience Call Center Enterprise 52

Outsource Consultants

JANUARY 27, 2025

From 2006 to 2012, the industry’s revenue grew by an impressive 46% annually. Partnering with a Philippine call center led to a 45% reduction in call abandonment rates and a 20% increase in customer loyalty program sign-ups. In 2013, BPO revenue rose to $15.5 billion with 900,000 Filipinos working full-time in the sector.

outsourcing 67

outsourcing Call Center Government Telecommunications 67

Fonolo

NOVEMBER 17, 2020

As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. FCR is the Most Important Metric. Reducing Abandonment Rate ( read the success story ).

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Revation Systems

JUNE 15, 2020

1% Fairview Health Services has notably improved the contact center's abandonment rate (now at less than 1%). In 2012, Fairview Health Services began searching for a more efficient patient transfer solution. This resulted in long call center wait times and higher abandonment rates.

Healthcare 62

Healthcare Abandon rate call center solutions Education 62