Say Goodbye to Abandoned Calls

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Abandoned calls are a real nightmare. They are a pain for customers calling in and a burden on a company’s attempt to offer quality service. Issues ranging from dropped calls to long waits, or useless interactive voice prompts can drive business away. Abandoned calls are a boon that can turn a cranky customer into an ex-customer.

The best way to improve the overall customer experience is to be proactive. Imagine, if you will, a world where an agent can receive information on missed or abandoned calls. The agent can then reach out to the customer, and proactively address any issues or concerns.

With call reporting, customer service is more personalized and friendly. A situation that may have resulted in a lost customer is averted. Not only can the agent contact the customer, but they also have access to data on the number of times the customer called, how long they waited, and what time they dialed in.

These metrics can also be coupled with a call recording solution. Together, this collaborative reporting and recording solution creates an environment where no customer is left behind. The agent has access to all past interactions, as well as recorded interactions from voice, video, or even instant messaging.

Abandoned calls are not going away. Fortunately, there are steps an organization can take to be proactive in dealing with this issue, while inspiring loyalty in their customers. This redefines quality customer service and ensures that no call is ever truly abandoned.

Do you have a problem with abandoned calls or poor customer service?
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