On average, agents disconnect 17% of calls immediately without having a proper conversation with the agent.
Call avoidance refers to agents avoiding phone calls by employing different strategies. Some of these methods include, but are not limited to leaving the phone off the hook, spending excessive time on after call work, and taking unnecessarily long breaks.
Call avoidance can have impacts on various customer satisfaction metrics such as:
Having a stressful work environment leads agents to employee call avoidance strategies. Agents are often pressured to meet their targets without any support, making it difficult for them to handle customers continuously.
Excessive call avoidance is also a signal for agent turnover.
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