Call Center and Unusually high abandoned call rate

Discussion in '3CX Phone System - General' started by iGuru, Jun 11, 2013.

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  1. iGuru

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    High abandoned call rate

    Hi guys
    New to the forums, couldn't locate a topic with my issue so thought I'd put it out there, feel free to redirect if you have some pertinent information. :)
    Currently running Call Center edition of 3cx and on the wall board, what I believe to be, an unusually high amount of abandoned calls.
    Can't quite fathom as to why though. Any tips or thoughts, enlightenment?
     
  2. lneblett

    lneblett Well-Known Member

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    It could be as simple that before there was no queue and all calls were handled by a human or a busy tone. There was no way to know how many calls never made it through.

    If newly implemented, then callers may be surprised at how the phones are now answered. Perhaps they "hate" the idea and hangup and think it possible to avert the Q by simply dialing back in an hitting "0" for a operator/receptionist.

    How long is the queue set and is it possible that it may be too long? Do you announce so folks have an idea of where they are in the queue?

    Who actually gets directed to the Q, customers, vendors, etc.? Vendors/sales types will typically only stay a very short period before moving on.

    Is the greeting message clear about the Q's purpose and how it works.

    Get some of your friends and family to call in and get their feedback on how they view its friendliness and functionality and more so about at what point and why they may have jumped off.

    It could be, that without any prior baseline reference, what you are seeing is typical for something new and that as time goes by and people get used to it, the drop rate may go down.

    I have seen it on occasion where a client gets cold feet as for the first time he now sees that people don't always wait and he/she will want to revert. This typically occurs when (previously) they were using a limited number of PSTN lines and no matter the situation could only handle no more calls than the number of lines. Then, they buy 3CX and go SIP and can handle more calls, but the staffing remains the same, so the need for a Q arises and, like you , see callers abandon. I have to remind them that before, the caller would get a busy and not being able to get though could conceivably take their business elsewhere. At least a Q allows the caller to have the opportunity to be answered, stand in line and wait their turn rather than being out-right rejected from the start. The key is to watch the stats and make the decisions needed to make the Q work for you.

    You may need to make some subtle changes to target the Q and then to find the sweet spot so as to best retain callers in the Q. It may also mean that added staff is required, but if it means added business/opportunity rather than a busy tone, never to be heard from again, this should be a welcome tradeoff.
     
  3. iGuru

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    Hi lneblett

    Thank you for the speedy reply, I have been keeping tabs on the situation as it stands and have found some things which I shall list as follows.

    Baring in mind the Receptionist overflow goes to the call center call queue and at times she transfers calls to the queue as well. (Just some extra info)

    We have found after printing a report that for lost queue calls that their are blocks of numbers with very short waiting times inbetween. For example
    Call Time Queue Caller ID Waiting Time
    2013/03/29 04:03:13 PM 8001 - Call Center +27X +27X 00h 00m 03s
    2013/03/29 04:03:15 PM 8001 - Call Center +27X +27X 00h 00m 01s
    2013/03/29 04:03:16 PM 8001 - Call Center +27X +27X 00h 00m 01s
    2013/03/29 04:03:17 PM 8001 - Call Center +27X +27X 00h 00m 02s
    2013/03/29 04:03:19 PM 8001 - Call Center +27X +27X 00h 00m 03s
    2013/03/29 04:03:21 PM 8001 - Call Center +27X +27X 00h 00m 01s
    2013/03/29 04:03:22 PM 8001 - Call Center +27X +27X 00h 00m 01s
    2013/03/29 04:03:23 PM 8001 - Call Center +27X +27X 00h 00m 01s
    2013/03/29 04:03:24 PM 8001 - Call Center +27X +27X 00h 00m 01s
    2013/03/29 04:03:25 PM 8001 - Call Center +27X +27X 00h 00m 01s
    2013/03/29 04:03:27 PM 8001 - Call Center +27X +27X 00h 00m 01s

    Where +27X are all the same number.
    The Call center agents all utilise yealink T22 phones.
    The queue itself utilises an 8 second Ringout on Random hunt
    The client has been educated on logging in/out of queues using the MyPhone application.

    With this all in mind, I feel that something is still not quite right on the system especially after seeing the Lost Queue Call rate and the amount of seconds relational.

    Any thoughts?
     
  4. ATS-Support

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    One thing you can check, is to make sure that none of the extensions in the queue have Do Not Disturb turned on. If the queue service tries to route a call to an extension that's logged into the queue, and that extension is set to DND, then it counts as abandoned.
     
  5. iGuru

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    Excellent

    I have found that what you have mentioned to be a contributing factor.

    Will update as time allows.

    Many thanks. :)
     
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