Glossary

What is Call Avoidance?

The term "call avoidance" describes the actions or behaviors used by contact center representatives to purposefully or accidentally avoid taking client calls. In contact centers, this may be a major problem that has an impact on customer happiness, employee performance indicators, and overall efficiency. Call avoidance can happen for a number of causes and in different ways. Maintaining a call center's efficacy requires comprehending and managing call avoidance.

Key Aspects of Call Avoidance

Different Call Avoidance Techniques

Willful Ignorance of Calls

Longer Breaks: In order to avoid answering calls, agents may take longer breaks than are allowed.
System manipulation: Without a good justification, certain agents may modify their status to unavailable or log out of the system.
Transferring Calls: In order to avoid handling challenging or complex situations, agents may transfer calls needlessly.
Call dropping is the deliberate hanging up of a call, particularly if it's going to be difficult or take a while.

Unintentional Avoidance of Calls

Lack of Training: Agents with insufficient training may attempt to avoid certain sorts of calls because they feel overwhelmed by them.
Bad Work Environment: When agents attempt to cope with the work environment, they may skip calls more frequently as a result of high levels of stress, inadequate management, or a poisonous work culture.

Causes of Call Avoidance

Burnout and Stress

Agents may postpone calls to take a mental break due to stress and burnout caused by high call volumes, challenging consumers, and tedious jobs.

Absence of drive

Agents may become demotivated and skip calls as a result of inadequate incentives, bad management practices, or a lack of career advancement.
Inadequate Training: Agents are more prone to avoid calls, especially difficult or sensitive ones, if they lack confidence in their abilities to manage them.

Pressure to Perform

When agents place too much emphasis on metrics like call handling time, they may avoid calls that might lower their performance ratings.

Technical Challenges

Regular technical problems, such software lag or system breakdowns, can make it difficult for agents to manage calls effectively, which might inadvertently cause call avoidance.

Impacts of Call Avoidance

Reduced Customer Satisfaction

Customers may experience long wait times, frequent call transfers, or dropped calls, leading to frustration and dissatisfaction.

Decreased Efficiency

Call avoidance disrupts the smooth functioning of the call center, leading to inefficiencies and reduced overall productivity.

Poor Employee Morale

A culture of call avoidance can contribute to a negative work environment, affecting morale and increasing turnover rates.

Negative Impact on Metrics

Call avoidance skews key performance indicators (KPIs) such as average handling time, first call resolution, and customer satisfaction scores, making it difficult to accurately assess performance.

Conclusion

The complex problem of call avoidance may have a big influence on a call center's productivity and efficacy. Call center managers are able to reduce call avoidance by putting specific tactics into place after learning about the different types of avoidance and their causes. The key to tackling call avoidance and preserving high standards of customer happiness and operational effectiveness is to invest in training, enhance the workplace, and guarantee fair performance criteria.

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What is Call Avoidance?

Key Aspects of Call Avoidance

Causes of Call Avoidance

Impacts of Call Avoidance

Conclusion

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What is Call Avoidance?

Key Aspects of Call Avoidance

Causes of Call Avoidance

Impacts of Call Avoidance

Conclusion

Related Questions

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