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.

What is Call Avoidance in Call Centers?

Call avoidance in call centers occurs when agents intentionally avoid or delay answering customer calls. It can take various forms, such as ignoring calls, placing customers on hold for extended periods, or redirecting calls to other agents.

Common Forms of Call Avoidance Agents Might Exhibit

• Silent Hold: Placing customers on hold without informing them.
• Voicemail Routing: Send calls straight to voicemail instead of answering them.
• Repeated Transfers: Constantly transferring calls to avoid responsibility.
• System Logout: Logging out of the system will appear unavailable.
• Short Calls (Auto Disconnect): Ending calls quickly before the customer speaks.

How to Prevent Call Avoidance in Your Call Center

1. Provide Regular Training and Coaching with Real-Time Monitoring

• Train agents to handle difficult calls with confidence.
• Offer coaching sessions based on call performance data.
• Use call-tracking tools to detect and address avoidance patterns.
• Provide real-time feedback to agents during live calls.

2. Leverage AI and Conversation Intelligence

• Use AI-driven tools like Convin to:
  
  • Identify call avoidance behaviors.
  • Provide automated insights to managers.
  • Offer real-time assistance to agents.

3. Set Clear Performance Metrics

• Track key call center metrics such as:
  
  • Average Handle Time (AHT)
  • First-Call Resolution (FCR)
  • Customer Satisfaction (CSAT)
• Reward agents for achieving customer service goals.

4. Foster a Positive Work Environment

• Reduce stress by balancing workload distribution.
• Encourage open communication and agent support.
• Provide incentives for excellent customer interactions.

Call Avoidance Examples in Call Centers

Example 1: Call Avoidance During Peak Hours

• Agents overwhelmed by high call volumes may ignore calls or extend hold times.
• Result: Increased wait times, frustrated customers, and decreased service quality.

Example 2: Avoiding Difficult Customer Queries

• Agents may repeatedly transfer calls involving complaints or complex issues.
• Result: Poor customer satisfaction and lower first-call resolution (FCR) rates.

That’s a wrap! See you soon.

Reduce call avoidance & enhance CX with Convin.