Calls Abandoned | Managing Metrics

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The Calls Abandoned metric is often overlooked or undervalued.  It can be an indicator of performance on various levels, including:
 
-  reasons for customer dissatisfaction with answer times
-  lost revenues and lost customers
-  issues with proper WFM staffing
...and others. 
 
This video defines the metric and puts it in proper context for contact center managers who want a comprehensive view of their call handling performance. 
 
This video is part of BenchmarkPortal's Metrics Matter series. 


To get the most out of this video, it may be helpful to watch our previous agent soft skill videos that will help to round out and improve your Agents skills:
Soft Skills Part One – Effective Communication: https://youtu.be/fPXruR7bgsk
Soft Skills Part Two – Empathy: https://youtu.be/ZoLjrjtwudM
Soft Skills Part Three – Handling Angry Customers: https://youtu.be/ZTH6S9N6t8c
Soft Skills Part Four – Tone of Voice: https://youtu.be/39Dkk0Ltp88
Soft Skills Part Five – Active Listening: https://youtu.be/X3uHf45kgJ4
Soft Skills Part Six - Effective Questioning: https://youtu.be/ngB9LlPclM8
Soft Skills Part Seven - How to be a Great Team Player: https://youtu.be/yE1T1IlQQTA
Soft Skills Part Eight - How To Say No The Right Way: https://youtu.be/z8SWrTq4WgQ
Soft Skills Part Nine - How to Put Caller on Hold: https://youtu.be/WrQjMEp72ic
Soft Skills Part Ten - How to Handle Stress: https://youtu.be/bF_LmmJFa9w
Soft Skills Part Eleven – How to Get the Most from Coaching Sessions: https://youtu.be/5COaI8el3Fg
Soft Skills Part Twelve – 5 Common Mistake Agents Make and How to Avoid: https://youtu.be/zpvCMovj1WU
Soft Skills Part Thirteen - How To Build Rapport - https://youtu.be/3Ijl5NcLWzU
Soft Skills Part Fourteen - Mirroring Callers to Build Rapport - https://youtu.be/FMmK7fuD_MQ
Soft Skills Part Fifteen - Controlling Talkative Callers - https://youtu.be/mYteivuV8bU
Soft Skills Part Sixteen - How To Make Callers Feel Important - https://youtu.be/Jus5Cn6wuFg
Soft Skills Part Seventeen - 10 Tips for New Customer Service Agents - https://youtu.be/fTZ77cJ9uZE
Soft Skills Part Eighteen - Why Customer Service Agents are Heroes - https://youtu.be/eTFjzTd7cFI


We also have comprehensive online on-demand training programs that are chock full of helpful and useful information that will improve your professional skills. To find the right training program that’s right for you: https://www.benchmarkportal.com/contact-center-training/

Benchmark Portal has helped thousands of individuals and organizations around the world to improve their performance through professional certification programs, in-person and online training courses, as well as contact center benchmarking and consulting services that tell your organization where you stand in relationship to your industry peers and top performing contact centers around the globe.

For more information on BenchmarkPortal’s services go to: https://www.benchmarkportal.com/
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Management
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