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When Adding Call-Backs to Your Call Center, Beware The “Free” Option

Fonolo

The call center experience is under great scrutiny from today’s consumers. On the other hand, call center managers have to be cost-conscious in their approach to staffing. Luckily, there is a way to lessen the impact of hold times, without hiring agents: Offer your callers a call-back instead. Potential Downsides.

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How to Reduce Abandonment Rate in Your Contact Center

Talkdesk

The post is an examination of a Call Center KPI from Talkdesk’s 2018 Contact Center KPI Benchmarking Report. Customers call contact centers to have an issue resolved. Sometimes those calls are abandoned. Average Abandonment Rate. Measuring Abandonment Rate is only half the battle.

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TOP 20 Call Center Metrics Managers Can’t Ignore (FREE EBOOK)

CrazyCall

In this article we’ve decided to present you 20 call center metrics that will make it easier for you to gain powerful insights into the sales call performance and keep an eyeon your customer service efforts. Inbound call center metrics: Inbound Call Volume. First Call Resolution. Occupancy Rate.

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See the Winners of Fonolo’s 2018 Customer Experience Excellence Awards

Fonolo

Put your hands together and give it up for the 2018 winners of Fonolo’s Customer Experience Excellence Awards! Each year, Fonolo takes pause and looks at the big CX picture, studying the work of the best and brightest contact centers across all industries and regions. It’s that special time of year. We are proud of them.

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5 things we love about Talkdesk

Talkdesk

Talkdesk is an enterprise cloud contact center as a service (CCaaS) solution provider empowering companies to deliver customer experience excellence and top-notch quality of service (QoS). Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018.

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Survey Shows Call-Back Deployments Have Doubled in Some Regions

Fonolo

More and more call centers are offering a call-back option as an alternative to putting customers on hold. At Fonolo, we see this trend through the increased demand of our own call-back solution. The image below shows the proportion of call centers offering call-backs in each country: The US leads with 60% penetration.

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5 More Contact Center Reports Worth Your Time

Fonolo

We already covered this CCaaS MQ (See “ Is this the End of the On-Premise Call Center? ”) but it’s important enough to post about twice. Talkdesk is the youngest company to ever be included in a quadrant which speaks to the changing nature of the call center world. Our favorite chart: 2018 Front Office BPO Omnibus Survey.