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Five key KPIs help optimize efficiency: Average Handle Time (AHT) , Service Level , AbandonmentRate , Occupancy Rate , and Average Speed of Answer (ASA). Strategies to Lower AbandonmentRates: Provide estimated wait times to set customer expectations. Implement gamification strategies to encourage punctuality.
For example – If the result in software shows a high call abandonmentrate, the company can hire more representatives to reduce the long holding or waiting times. . You can also create an effective customer journeymap by anticipating the needs of each client and giving them an individualized customer experience.
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