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Lots of excellent advice! A few questions and a comment:
What message announcement (MA) plays when the customer does not reach a live operator?
What percentage of your calls go directly to a live operator without a message announcement?
Have you tracked via ANI the callback percent of the abandoned calls?
If you have trained your customers to expect a live operator, they may just be hanging up when they get a MA and hitting the redial button to get to a live rep...therefore they are abandons but not "lost customers". Source of call might help also. For instance, if people are calling from a bar or restaurant that cannot have the business phone tied up for an extended hold time, they may have a number of cab companies in their speed dial to expedite the call.
Just a thought...
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