Calls Abandoned | Managing Metrics

The Calls Abandoned metric is often overlooked or undervalued.  It can be an indicator of performance on various levels, including:
 
-  reasons for customer dissatisfaction with answer times
-  lost revenues and lost customers
-  issues with proper WFM staffing
...and others. 
 
This video defines the metric and puts it in proper context for contact center managers who want a comprehensive view of their call handling performance. 
 
This video is part of BenchmarkPortal's Metrics Matter series. 


To get the most out of this video, it may be helpful to watch our previous agent soft skill videos that will help to round out and improve your Agents skills:
Soft Skills Part One – Effective Communication:    • 7 Tips for Effective Communication | ...  
Soft Skills Part Two – Empathy:    • 5 Tips for Expressing Empathy Over th...  
Soft Skills Part Three – Handling Angry Customers:    • Handling Angry Callers | Online Call ...  
Soft Skills Part Four – Tone of Voice:    • Tone of Voice |  Online Call Center A...  
Soft Skills Part Five – Active Listening:    • 8 Steps to Improving Active Listening...  
Soft Skills Part Six - Effective Questioning:    • Effective Questioning | Online Call C...  
Soft Skills Part Seven - How to be a Great Team Player:    • How to be a Great Team Player | Onlin...  
Soft Skills Part Eight - How To Say No The Right Way:    • How To Say No The Right Way | Online ...  
Soft Skills Part Nine - How to Put Caller on Hold:    • How to Put Callers on Hold | Online C...  
Soft Skills Part Ten - How to Handle Stress:    • How to Handle Stress | Online Call Ce...  
Soft Skills Part Eleven – How to Get the Most from Coaching Sessions:    • How To Get The Most From Coaching Ses...  
Soft Skills Part Twelve – 5 Common Mistake Agents Make and How to Avoid:    • 5 Common Mistakes Agents Make & How t...  
Soft Skills Part Thirteen - How To Build Rapport -    • How To Build Rapport  | Online Call C...  
Soft Skills Part Fourteen - Mirroring Callers to Build Rapport -    • Call Mirroring to Build Rapport | Onl...  
Soft Skills Part Fifteen - Controlling Talkative Callers -    • Controlling Talkative Callers | Onlin...  
Soft Skills Part Sixteen - How To Make Callers Feel Important -    • How To Make Callers Feel Important  |...  
Soft Skills Part Seventeen - 10 Tips for New Customer Service Agents -    • 10 Tips for New Customer Service Agen...  
Soft Skills Part Eighteen - Why Customer Service Agents are Heroes -    • Why Customer Service Agents are Heroe...  


We also have comprehensive online on-demand training programs that are chock full of helpful and useful information that will improve your professional skills. To find the right training program that’s right for you: https://www.benchmarkportal.com/conta...

Benchmark Portal has helped thousands of individuals and organizations around the world to improve their performance through professional certification programs, in-person and online training courses, as well as contact center benchmarking and consulting services that tell your organization where you stand in relationship to your industry peers and top performing contact centers around the globe.

For more information on BenchmarkPortal’s services go to: https://www.benchmarkportal.com/