Customer Experience

3 Ways to Decrease Your Call Abandonment Rate

Keep your customers on the phone instead of hanging up in frustration.

Source: penguiiin / iStock / Getty

When customers are left waiting for their phone call to be answered, you can’t blame them for becoming frustrated and hanging up. But the more customers hang up before being helped, the more customers you have with unsolved problems, which will hurt your company in the long run. A customer who feels like he or she wasn’t listened to isn’t a customer who’s going to purchase again or recommend your business to anyone in the future. So keeping your call abandonment rate low is a great goal for any business to have. Here are three ways to decrease your call abandonment rate in order to help as many customers as possible and serve them well.

  1. Let customers know their wait time. Repeated messages about how important a customer is to you doesn’t make him or her feel very important! By letting customers know where they are in line, you’re appealing to their logical side. Most people will understand the fact that they may have to wait, particularly as the holidays ramp up, and by letting them know their place in line, they’re more likely to hold on until it’s their turn. Approximate wait times can be incredibly helpful as well—otherwise, it’s hard to know if they’re going to be on the line for 5 minutes or 5 hours.
  2. Consider a callback system. Callback systems are solid investments for companies around the holidays when they’re being inundated with customer service calls. It helps save time for both the agent and the caller and lowers frustration and tension. Then, the customer is free to go about his or her gift wrapping or card addressing while waiting for his or her problem to be solved and doesn’t have to listen to waiting music.
  3. Revamp your online FAQ. By making sure your frequently asked questions are up to date, you’re lowering the number of customers who will have to call in at all. Online help centers are preferred by many, and they should be consistently tweaked so that you can respond to new questions that are arising from customers. You could also consider implementing a chatbot that could be programmed to answer some basic questions you receive frequently. Of course, you’ll still have customers calling in, but if they can find more answers to questions online, you should see your call numbers go down. In turn, your wait time should plummet, and fewer customers will abandon their calls.