A lost call is any inbound call that does not connect the caller to an adviser or an answering service.
This happens when a customer hangs up or the center disconnects the calls. Additionally, a call may be purposely terminated, or by error, owing to a timeout (the call was taking too long to reach an agent).
What Constitutes a Lost Call in a Call Center?
A lost call can define as any discussion that isn't completed, although this definition isn't practical. Furthermore, you can’t do anything if a client hangs up the phone immediately after an agent answers it due to a change of heart. And, this data point can not use to influence your contact center performance predictions.
As a result, consider the list of the following three types of lost calls. So. let’s come to the points directly.
1. Abandoned Call:
In this type of call, a consumer hangs up the call before an agent or call center representative answer it.
2. Missed Call:
A missed call occurs when a customer waits through the complete ring cycle but is unable to reach an agent.
3. Dropped Call:
The customer is unable to connect due to technical difficulties.
Well, all three categories are important and require separate treatment.
If your contact center is seeing a high rate of abandoned calls, you may want to reconsider your IVR. Customers may become frustrated if they cannot navigate the IVR menu.
Inadequate manpower or route misconfigurations might cause missed calls. The application will be unable to identify agent availability and transfer the customer if your routing system is not correctly configured.
Dropped calls are uncommon; if you find calls dropping due to technical issues, contact your carrier or VoIP provider right once.
Ways to Manage Lost Calls Without Hiring
It is possible that you may not be able to instantly increase agent volumes to solve dropped calls. In such cases, try the following suggestions:
1. Add a self-service menu to your IVR. This will keep consumers interested and answer common questions without the need for agent participation.
2. You should teach your agents about the call handling standard practices. They might be devoting too much time to post-call activities, or they could be logging into phones while indicating that they are "not ready." These are typical bottlenecks for smaller call centers.
3. Put consumers in a virtual line. This technique adds inbound callers to a queue without requiring them to remain on the line. When they reach the front of the queue, an automated call back is triggered.
4. Include alternate contact information on your IVR. If your contact center has an issue with dropped calls, remind them about other options for communication, such as texting or emailing.
5. Inquire about past phone calls during post-call questionnaires. Early on, this method will detect a growing number of lost calls.
6. Cross-train your agents in many languages if you manage a multilingual contact center.
Resource Library
Blogs
