Service levels are at record highs and
abandon rates are lower than ever.
Danal's Mobile Identity platform offers financial institutions and major retailers groundbreaking mobile transaction risk management services, and streamlined, customer conversion solutions that lower customer
abandon rates during registration and checkout.
The result is often increased
abandon rates as customers get impatient and decide to not to wait any longer for help.
However, due to a lack of a comprehensive design period for many devices, high
abandon rates among users is significant.
A definitive result can be calculated by looking at metrics such as the number of interactions handled in the contact centre, lost calls or interactions and
abandon rates.
Transera customers using the Transera data-driven customer interaction approach have seen a five percent increase in conversion rates, a 50 percent decrease in
abandon rates and a 20 percent increase in revenue per call.
And if this hunch was correct, we could then intelligently route the caller to the highest performing agents as they became available, increasing sales conversion rates without increasing
abandon rates.
Task completion also has a direct correlation with another important metric--
abandon rate, which is closely tied to how quickly calls are answered: The longer it takes to answer a call, the higher the
abandon rate, which could then inflate future call volumes, resulting in even higher
abandon rates, and so on.
It is a smart call center WFM that helps predict demand,
abandon rates and queue times.
The study analyzed six credit unions' transition to PSCU Financial Services' call center services, finding that extending service hours to 24/7 reduced
abandon rates and expenses while improving member satisfaction.
Seventeen agents handled as many as 16,000 calls per month;
abandon rates were as high as 12 percent.
According to Johnston, some sites report
abandon rates as high as 60 or 70 percent.
