什么是遗弃率？[＆7种方法可以改善它]

许多客户致电客户支持联系中心，并在设法接触代理之前挂断电话。原因可能会有所不同；也许客户通过自助服务的内容解决了问题，或者他们对漫长的等待时间感到沮丧，并决定挂断电话。

这些情况的频率是使用称为的度量来测量的abandonment rate. In this post, we will look at how to lower the number of times this happens in your queue.

Improving your abandonment rate will vastly impact the customer experience and the perception that customers have of your company. Lowing this criticalcall center metric对客户忠诚度和重复业务产生深远的影响。

Plus, this metric can be a key indicator for your call center efficiency. If your abandonment rate is high, it can signal that your call center is understaffed, hold time is too long, or that you have technical issues. Regardless of the reason, a high abandonment rate is cause for concern.

Let’s go over some techniques that you can use to lower your call abandonment rate.

1. Occupy your customers while they’re on the line.

在等待客户支持队列时，客户可能会感到无聊听音乐并盯着墙壁，想知道何时有人会接听电话。客户没有其他重点关注，这可以导致挫败感和缺乏耐心。

Instead, why not get customers to engage with an activity while waiting, reducing the perceived amount of time they’re on hold. Customers may need to provide some information about themselves before an agent can help them, such as an address or account details.

事先询问此信息还减少了客户最终到达代理商时将在电话上花费的时间。代理可以直接进入解决问题，而无需在呼叫开始时花费太多时间输入数据。

2.提供虚拟队列（呼叫服务）。

Consider implementing a call-back service that allows customers to opt for keeping their place in the queue without having to actually wait on hold. Instead, the system will call the customer back when an agent becomes available, allowing them to go on with their day while waiting for you to get back in touch.

通过为客户提供选择回电的选项，可以管理呼叫量，并最大程度地减少了呼叫者的挫败感，因为必须长期等待。您正在节省客户的时间，同时确保他们可以到达代理商，并降低他们在等待的几分钟之后放弃电话的风险。

呼叫回信通过改善客户体验. Customers will appreciate the option to get on with their lives while certain that an agent will get back to them.

3.安排更多的代理在高峰时段工作。

如果钱没有障碍，雇用更多代理商将是提高呼叫遗弃率的理想解决方案，但是大多数组织没有无限的预算。吸引更多人员来解决电话队列可能是不可行的。

但是事实仍然是，增加可用代理的数量是接听更多客户电话的最简单方法。它减少了等待时间和客户出于挫败感的可能性。

但是，与其雇用更多的人，不如试图安排您的现有员工以涵盖高峰时段，天数，产品发布或季节来处理客户呼叫的涌入。优化您已经可以使用的资源来reybet雷竞技下载降低调用遗弃率并使客户更加快乐。

4. Let customers know how long they’re going to wait.

通常，未知的使客户变得沮丧 - 当您不知道接听电话需要多长时间时，这很难。请记住，客户很忙，没有时间wait on hold.

That’s why it is useful to let customers know how long their “estimated wait time” is going to be to set expectations and reduce frustration. If they know how long they will be waiting, customers are much more likely to hold their place in the queue.

Setting the right expectation limits the chance that customers will abandon their call just as they were going to be put through to an agent. They can make an informed decision about how long they want to stay on the line, even if they do choose to call back later.

5.为您的员工提供正确的培训和工具。

另一个way to reduce your call abandonment rate is to increase the number of customer queries that your staff can successfully deal with in the same space of time. Well-trained staff can handle more customers more quickly, using their know-how to create positive customer experiences and maintain the brand perception of your company.

Invest in呼叫中心培训to ensure your staff has the skills that are necessary to handle high volumes of customers. Customers will appreciate having their concerns dealt with quickly, although efficiency shouldn’t overshadow the need for quality service.

Equip staff with the right tools in order for them to do their jobs effectively – old and slow systems can significantly increase the handling time of each call and limit the number of customers that your agents can get through. Make sure they have the latest equipment that will help to smooth out the call experience and serve more customers.

6.为您的客户提供其他选择。

当客户等待搁置时，他们可能会向其他渠道开放，这将有助于解决他们的问题。通常，客户会致电您的支持线，因为他们想要快速修复，但是他们可以更容易在线咨询在线常见问题解答或客户支持知识库或使用a聊天机器人， 例如。

如果您向客户介绍多种选择，他们更有可能能够解决他们的问题，甚至不需要与您的一位代理商交谈。是的，他们会挂断电话并前往您的其他频道之一，但这是一个很好的排队。

Giving customers more options reduces the load on your support team and increases the ability of customers to self-serve. Customers will be more satisfied if they can solve their problems themselves, creating a positive perception of your business.

7.解决客户问题。

有时，您需要查看为什么这么多客户首先打电话。这可能与您的联系中心或代理商无关，但可能是您可以解决的问题，例如产品的缺陷或网站上的问题。

如果您正在与高呼叫量，较长的等待时间和高放弃率作斗争，则应努力解决最初导致大量量的问题。您的支持团队可以解决自己的问题，这可能不是一个问题，但是与可以进行建设性更改的团队分享此反馈是有用的。

Fixing problems at the root will reduce the number of calls being made to your contact center, lower wait times and as a result will have a positive impact on your call abandonment rate.

给你

废弃的电话意味着您的业务没有提供客户期望的优质服务。它们是一个错过的机会，可以在您的企业和客户之间进行有意义的互动，可能意味着您的客户将考虑将其叛逃给竞争对手，该竞争对手将为他们提供卓越的服务。

Lowering call abandonment rate means your business can help more customers and offer a consistently rewarding customer experience. Your customers will be more satisfied and more loyal, spending more with your company in the long-term.