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Long Wait Times and High AbandonmentRates One of the most noticeable red flags is extended wait times for customers and high abandonmentrates. For MSPs, the acceptable abandonmentrate is between five and eight percent.
It also reduces the call abandonmentrate by eliminating prolonged holding time. When callers can reach the customer care representatives via their preferred channel, it leads to a cohesive and seamless customer experience. It directs the call to the agent with the matching skill set to resolve the issue.
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