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Streamlining after-call work or improving agent training can reduce AHT and boost satisfaction. Rising call volumes can lead to agentburnout, increasing turnover rates and lowering center performance. Scenario: Over the past quarter, your contact center has seen a 20% spike in incoming calls.
A customer that waits too long on the first call attempt won’t likely call again, resulting in poor customer satisfaction and lost opportunities. Here’s how to calculate the missed call rate for your call center: (Number of abandonedcalls / total number of incoming calls) x 100.
When there arent enough agents to handle incoming customer inquiries, wait times increase, service levels drop, and customers become frustrated – often taking their business elsewhere. The risks of understaffing include: Longer wait times Customers become frustrated and may abandoncalls or chats.
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