Call Avoidance
Hi, I’m Conviner, your call center terminology assistant. Let’s learn about call avoidance.
On average, agents disconnect 17% of calls immediately without having a proper conversation with the agent.
1. What is Call Avoidance?
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.
2. What Problems are Caused by Call Avoidance?
Call avoidance can have impacts on various customer satisfaction metrics such as:
- Longer average speed of answer
- Higher abandonment rates
- Increased average handle times
3. How to Reduce Call Avoidance?
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.
That’s a wrap! See you soon.
