5 Tips for Minimizing Call Drop Rates for Call Center Operations

 

When a business experiences an increased number of calls, some of those calls are inevitably going to be dropped. This can create an unreliable customer support system that customers aren’t likely to call back. Some steps can be taken to prevent dropped calls so that your call center can better handle a larger volume of calls.

1. Table of Contents

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   Increasing Resonance

Resonance is the time that’s taken to establish a connection before the call becomes a dropped call. One way to increase resonance time is to Boost cell phone signal in building so that there’s a higher chance of connecting. There will be fewer dropped calls, especially when connections are trying to be made in poor reception areas.

2. Using Integrated CRM Software

Also known as customer relationship management, you can monitor the volume patterns of each day, week, and month. This can help you to determine when the peak hours are so that your call queues don’t get out of control. This will make it easier to provide as much attention as each call deserves while also minimizing the call drop rate.

3. Using IVR To Assist

Interactive Voice Response is a great self-help tool that can guide customers in the right direction. Customers can choose to resolve their issues with the IVR system, allowing you to manage your inbound calls with agents who can actually help them. IVR is a step-by-step guide that can address some of the most common problems that people face so that they’re not clogging up customer support with questions that can be easily answered. If an answer is not readily available, the caller can still choose to speak with an agent to help them further.

4. Providing A Call Back Option

One of the best ways to eliminate waiting is to allow customers to receive a call back about their inquiry. It is a proactive approach to managing the dropped call rate or leaving customers on hold for long periods of time. Customers can choose to leave their name and phone number and receive a call back when the next agent is available. This saves them time on having to wait in a queue.

5. Having Intelligent Call Delivery

 

Intelligent call delivery is designed to reduce the chances of dropped calls by routing them to an agent who is best suited to handle the inquiry. It not only improves call quality but also decreases call abandonment rate. Automatic call distribution can create different platforms so that customers are getting the most out of their calls. Calls can also be rooted through to the agents who are the best equipped to handle them.

Dropped calls are an indication that a business is not well-equipped to deal with a large volume of calls and can actually detract from getting customer support and loyalty. Don’t let this aspect of your business fall behind, and invest in creating a system that minimizes dropped calls so that your customers feel heard and understood. Contact your nearest tech support specialist to see how they can best help you solve this problem.