Plot your call abandon curves

Here is a clever thing to do.  Get some call abandon data from your system and plot a call abandon curve.  This starts with 100% of callers at 0 seconds of queueing and goes down over time.

You may find that you get large numbers of callers after certain messages are played.

One contact centre that I spoke with was able to reduce its abandoned percentage from 7% down to 2.9% simply by changing one of the IVR messages.  (It tends to be the second one that is the culprit.)

This article details how to plot a call abandon curve.

Call Abandon Curve

Published On: 29th Oct 2013 - Last modified: 19th Mar 2020
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