The more common ASAP call-backs are still a great tool for improving customer satisfaction, reducing abandoned calls and shortening handle times, but they lack this one power.Īsking a caller to select a time slot during their original call does add a small burden to the process. Repeating the distinction from the introduction: The call traffic reshaping effect only happens with scheduled call-backs. If you want a quantitative example of this, download our free eBook The ROI of Call-Backs for Your Call Center. The basic effect is “smoothing out” the call traffic. If you have a deficit in agent capacity during one period, but a surplus during another, you can use scheduled call-backs to defer calls to a later time. Long wait times also lead to frustrated customers who then take out their anger on the agents, raising average handle time and lowering agent morale.Ĭall center managers usually don’t want to staff up to cover the peak levels, because that would leave excess agent capacity during off-peak days. That drives up the abandonment rate, as callers get tired of waiting on hold. When agents can’t keep up with calls, the Average Speed to Answer (ASA) grows. “Spikey” traffic degrades the customer experience and drags down key performance metrics.
Many call centers have peaks in call volume as a result of holidays, bad weather, special promotions, etc. Nutrisystem Boosted customer satisfaction scoresĬontact Center Trends in 2021 Smoothing Out Spikes in Call Volume.Reliance Home Comfort Significantly boosted CSat while reducing abandon rates.The General Significantly reduced abandonment rate.
Credit Union of Colorado 40% reduction in abandonment rate.
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