Calls Abandoned | Managing Metrics

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:
Soft Skills Part Two – Empathy:
Soft Skills Part Three – Handling Angry Customers:
Soft Skills Part Four – Tone of Voice:
Soft Skills Part Five – Active Listening:
Soft Skills Part Six - Effective Questioning:
Soft Skills Part Seven - How to be a Great Team Player:
Soft Skills Part Eight - How To Say No The Right Way:
Soft Skills Part Nine - How to Put Caller on Hold:
Soft Skills Part Ten - How to Handle Stress:
Soft Skills Part Eleven – How to Get the Most from Coaching Sessions:
Soft Skills Part Twelve – 5 Common Mistake Agents Make and How to Avoid:
Soft Skills Part Thirteen - How To Build Rapport -
Soft Skills Part Fourteen - Mirroring Callers to Build Rapport -
Soft Skills Part Fifteen - Controlling Talkative Callers -
Soft Skills Part Sixteen - How To Make Callers Feel Important -
Soft Skills Part Seventeen - 10 Tips for New Customer Service Agents -
Soft Skills Part Eighteen - Why Customer Service Agents are Heroes -

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:

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:
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