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From the blog

4 Reasons Why You Need to Invest in a Good Call Center Billing Software

Billing Software

Billing SoftwareEvery business has a responsibility to ensure accurate billing for its customers. As soon as a client signs up for your service, a reliable billing software that protects each customer’s billing information needs to be put in place.

To bring home the point, a BriteBill study reports that inaccurate billing is one of the major concerns of consumers.

It only goes to show how critical it is for every call center to invest in a billing platform that positively impacts the business call center customer service and makes a billing inquiry simple to handle. 

That’s easier said than done. After all, the software may have less obvious features that can make a big difference. Without much familiarity with these features, you run the risk of investing your money in something that would not generate enough return on your investment.

The point is, when it comes to investing in a billing software, you can’t afford to be a cheapskate.

Here are the reasons why:

1. Scalability matters

A growing customer base comes with the territory when you’re running a business, especially if you have a dedicated call center customer’s billing information.

Whether you’re running a cable subscription or a telecom business, you need to set up a billing system that can handle large volumes of data even at the outset.

After all, and especially if your business is doing well, you have to ensure that your company can handle the constant influx of new customers, not to mention the vast amounts of billing data that need to be processed in each billing cycle.

2. Better security

A billing system with robust security features is one of the best investments you can make as a business owner, especially because you’re handling sensitive customer information

To better safeguard your customers’ information from hackers and malicious attacks, you need to make sure that your software has passed the PCI compliance test.

You also have to ensure that your customers’ private information remains private under any circumstances.

Lastly, you need to pick a billing software with damage control features that protect customer data the moment a security breach is detected.

3. Automation is good

Automation tools help businesses in streamlining their processes, thus gaining them every competitive advantage required to face business challenges that come their way.

The billing process is one of the most crucial aspects of running a business, and therefore needs to be automated so that the call center can achieve optimized results.

Your call center’s billing software could be on-premise, cloud-based, or a hybrid of both. Whatever you’re using, it’s important to check if your software can integrate data in ways that serve the customer’s needs and bring about accurate results.

4. Better flexibility

The billing process is a big part of what makes it possible for clients and providers to maintain excellent customer service and satisfaction in your call center.

The process itself, however, can be complicated, and you’ll need a billing system that can simplify the handling and integration of elements such as invoicing, collection, data generation, analytics, and more.

It bears noting, however, that not everything is set in stone when it comes to business.
As such, you need a software that can adapt to any changes in customers’ preferences and the market.

Final Word

Reliable and robust billing software is one of the best investments you can make as a call center owner. Not only does it ensure high accuracy and efficiency in your billing processes, but it also improves customer satisfaction in more ways than one.

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Scheduled Call-Backs Are Integral For Customer Service at Your Call Center

Schedule Call-backs

Schedule Call-backsMost of us have experienced calling customer support only to end up listening to the following recorded message:

“Your call is important to us. An operator will be with you as soon as possible.”call overflow

It sounds like it’s going to go on forever, right? Soon enough, boredom sinks in, prompting you to hang up the phone.

Let’s state the obvious: long hold times can have damaging effects on relationships between customers and providers.

According to a 2017 study by Arise, almost two-thirds of customers said they would wait two minutes or less while 17% said that “no wait time is acceptable.”

Those figures are significant, which is why you need to implement key strategies that will help eliminate long hold times in your contact center.

One such key strategy is to implement scheduled call-backs in your call center operations.

Offering customers the option to schedule a call-back at a time that’s most convenient to them will not only positively impact your relationship with customers, it will also prove beneficial for your company’s bottom line.

Here are the reasons why.

1. Prevents spikes in call volume

Unless you’re overstaffing on a regular basis, spikes in call volume come with the territory when you’re managing a call center. Handling call overflow in the call center is an important aspect to customer service.

These spikes, of course, result in unbearably long hold-times, causing customers to feel frustrated. Moreover, high call volumes place a lot of burden on agents, causing agent morale to take a dip.

All these combined can have negative implications on your company’s bottom line.

Scheduled call-back protocols and call center technology has a strong positive impact on call center customer service and help to handle call over flow. Scheduled call-backs, after all, defer calls to a later time, smoothing out call traffic.

This is where scheduled call-back protocols and technology come in. Scheduled call-backs, after all, defer calls to a later time, smoothing out call traffic.

2. Paves the way for a more personalized customer service

Scheduled call-back technology offers customers the option to enter information that’s relevant to the issue at hand.

After setting up a scheduled call-back using the IVR system, the call center will have access to plenty of information that may prove instrumental in bringing about a quick resolution.

With all these information entered in the CRM, agents are better prepared to handle the customer’s issue before they make the scheduled call.

It also saves a lot of time, since agents don’t have to ask their customers for information or dig deep into their CRM software to get access to relevant data needed to resolve the problem.

3. Reduces costs

Extended hold times not only reduces customer satisfaction, but they also cost your business money. By offering a call-back option, callers won’t have to spend such a long time waiting in the queue, saving your company a lot of money in the long run.

4. Increases customer retention

Scheduled call-back technology saves customers the hassle of having to make them waste their time waiting in the queue.

More often than not, being offered the option to receive a call-back at a time that’s most convenient to them will make customers feel that their time is being respected.

The fact that the call center is taking the initiative to return the call is also a good indication that your customer service is always willing to go the extra mile for customers.


Scheduled call-back technology is a cost-effective solution that can catapult your business to new heights.

It lowers abandonment rates, improves customer satisfaction, and increases your bottom line. It’s simply one of the best investments you can make as a business owner.

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4 Contact Center Technologies You Need to Integrate Into Your Call Center Operations

Contact Center Technologies

Contact Center TechnologiesCall centers have evolved a lot over the past several years thanks to a plethora of emerging technologies that continue to change how customers and brands interact.

These technological breakthroughs are optimizing call center customer service processes in the Philippines and reducing operational costs. The best part? Customers are also getting plenty of benefits from these emerging trends as well.

There are no two ways about it: If you invest in these technologies, your brand and customers have everything to gain.

Do you want your call center to stay head and shoulders atop the competition? Then you’d do well to consider adopting the following technologies.

1. Cloud computing

Cloud-based solutions have been elevating the call center industry for years, and they continue to do so.

And the cloud is showing no signs of slowing down. According to a Forrester report, the global cloud market share of $146 billion from 2017 is expected to rise to $236 billion by 2020.

It’s not hard to understand why. Cloud-based solutions, after all, promise greater scalability, better security, and improved efficiency in many areas of call center operations, resulting in better customer service and higher ROI.

2. ‘Smart’ IVR Technology

IVR technology has made significant gains over the past several years thanks to its integration with automated solutions, cloud-based technology, and advanced analytics software — just to name a few.

Call monitoring has never been precise and comprehensive as it is today. As a result, call centers are getting more relevant and accurate insights about their customers, allowing them to provide much better service across the board.

To top it off, ‘smart’ IVR technology has become even more consistent in routing customers to the correct departments, improving first call resolution and enhancing overall customer experience.

3. Agile CRM Systems

With the way APIs have become more versatile lately, the integration of CRM systems with multiple applications has become even more seamless.

As a result, call centers have become even more effective in acquiring relevant customer data from all communication channels.

This, of course, paves the way towards a more robust omnichannel service. Whatever platform each client prefers, agents can have a full view of his or her interactions with the brand and therefore are able to deliver a more consistent and personalized service.

4. Workforce Optimization Software

Workforce management has always been integral to maintaining a more productive workforce. But to maximize the competencies of the workforce in the long term, the scheduling, forecasting, and tracking of employees have to take into account all relevant data.

That’s not always an easy task for the workforce staff.

Thankfully, most workforce optimization software available these days are powered by robust AI algorithms and predictive analytics that not only help call centers streamline workforce processes but also generate forecasts with high accuracy.

Final Word

Today’s customers are more technology-savvy than ever. If you want to keep them satisfied and engaged with what your brand has to offer, you have to keep up with the latest technological trends.

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3 Creative Ways to Train Call Center Agents

Train Call Center Agents

Train Call Center AgentsMany of us have experienced having slept through an entire lecture on account of an instructor’s boring and uninspired teaching style.

There are many contributing factors on why some lectures are boring to students, but first and foremost among them is rote teaching.

A subject matter may be of particular interest to students, but if a professor is teaching in a manner that is mechanical and repetitive, there’s a good chance that the students may eventually lose interest, thus stifling the learning process.

The same rule applies to training our call center customer service in the Philippines.

If you want to effectively train agents, you have to adopt a progressive and improvisational approach to delivering instruction or coaching.

Here are the creative ways you can train call center agents.

1. Group activities

According to a 2014 study conducted by Johnson, students learning in a group setting have “greater knowledge acquisition, retention of material, and higher-order problem solving and reasoning abilities.”

Unlike individual learning, group activities create opportunities for exchange of ideas and cooperative learning, not to mention train agents on how to work well together.

By paving the way for members of a group — big or small — to capitalize on one another’s resources and skills, group activities create possibilities for new and innovative ideas.

Group activities can always be added to the agenda in team huddles and team building activities. They are also a great way to create or establish a positive relationship with co-workers.

2. Storytelling

All of us have an innate love for stories. Not only do they entertain us, but they also teach us about life in a manner no other medium is capable of.

Storytelling is effective as a teaching method because it creates an emotional response that lends more impact and gravity to the ideas and lessons within the story.

There are many ways storytelling can be incorporated into training. You can always start with product training in which a trainer can tell the story of why and how the company’s products are created, and how the owner brought them into being.

Business owners or managers can also share inspiring stories, fact or fictional, about successful individuals, telling how they came upon their success.

3. Role Playing

Role-playing is an effective teaching method, especially during the training process. By acting out call scenarios, agents can put into practice what they’ve learned from the product training.

Through these practice sessions, agents can familiarize themselves better with different call scenarios, and as such will know how to respond when they encounter such scenarios while speaking to real customers.

Role-playing offers great opportunities for agents to smooth out their rough edges. More importantly, it’s a perfect avenue for them to make mistakes, and as such are unlikely to commit them again once they’re on the floor talking to real clients.

Key Takeaway

Agent development doesn’t end with onboarding; rather it continues throughout an employee’s life cycle within the organization.

Learning opportunities can happen anywhere, and a call center organization has much to gain by recognizing them as such and capitalizing on them. By engendering a culture of creativity, learning, and innovation within the organization, an upward trend towards success is easily achieved.

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3 Reasons Why Self-Service Options Are Crucial to Delivering Top-Notch Customer Service Experience

Sel-Service Options

Sel-Service OptionsWe sure have come a long way regarding technology. These days, we can do nearly everything on our mobile phones.

As such, it’s not entirely surprising that our recent leaps in digital technology have radically changed the way customers interact with businesses.

The more tech-savvy customers become, the more they become self-sufficient. If you want to address customers’ need for self-autonomy, implementing self-service options is a good start.

Self-service resources can take many forms: FAQs, knowledge bases, self-checkout, interactive voice recognition (IVR), just to name a few.

According to a Pew Internet study, 92% of people rely on search engines to find information on the web. It only goes to prove people’s natural inclination to help themselves.

There are many ways self-service resources can improve customer experience, and we’re going to discuss them in great detail below.

1. Empowers customers

Recent studies show that 60% of Americans would rather solve problems on their own rather than talk to a customer service agent.

By providing customers self-service options, you satisfy one of their most basic psychological needs — the need for self-autonomy.

In short, people enjoy having a sense of control over their problems. If a customer, say, goes to the FAQ section on a company’s website to find out how to redeem a gift card, it gives them a sense of accomplishment.

Provide them with the means to do things on their own, and they’ll appreciate your brand for it.

2. Increased voice support availability

Most customers prefer going to a service provider’s website first before deciding to call our customer service call center in the Philippines hotline should they have questions about a product or service they need answers to.

If your company website doesn’t offer self-service options, chances are customers are going to call customer support for help even for the most basic questions.

This, of course, results to overloaded customer service queues, which can be frustrating for customers.

By adding an FAQ page or a knowledge base to your website, customers who prefer to solve their issues with the service won’t have to compete for accommodation against those who are more inclined to talk to a live human agent.

As a result, the latter won’t have to wait long before connecting to a call center agent.

3. Better customer service

Agents who are made to answer the most basic questions over and over again over a long period might eventually feel bored and disillusioned about their chosen career.

But when you provide customers self-service alternatives, customer service professionals are spared from repetitive questions, since the answers to which are already made available for their convenience.

When work stops becoming a drag and a dull exercise, your agents are more likely to be happy with their work, and such will deliver better customer service.

Final Word

The modern customer is always looking for streamlined customer service experiences. By taking advantage of self-service resources to meet and exceed customer expectations, you’re providing your brand excellent opportunities to deliver a positive customer experience without even talking to customers in the first place.

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4 Customer Service Mistakes You Are Probably Making Right Now

Customer Service Mistake

Customer Service MistakeGood customer service plays an integral part in a business’s long-term success. Numerous studies and statistics over the years have proven this without any shadow of a doubt.

It is for this reason why most call centers are adopting a customer-centric approach in communicating with their clients.

That said, one crucial mistake a company can make is to assume that it’s delivering excellent customer service even when it’s not. This is a disaster waiting to happen.

The first order of business to avoid this predicament, of course, is to become aware of the most common customer service mistakes call center companies make.

So without further ado, here are customer service mistakes you are probably making right now.

1. Not enough focus on active listening

It’s often emphasized how important active listening is when it comes to providing good customer service. Active listening, however, is a skill that’s often overlooked and misunderstood.

Contrary to what others think, active listening goes beyond hearing the words coming out of the customer’s mouth.

It involves listening to all our senses, asking the right questions, and knowing when to shut up, just to name a few.

Active listening is a tough skill to master, but you’d do well to provide your agents with the relevant training in this regard. It’s an investment that is sure to pay dividends in the long run.

2. Call center agents are not motivated enough

As the old chestnut has it, “happy employees create happy customers.”

By compensating your call center agents well for their efforts and fostering a positive workplace culture, you are giving them more reasons to stay motivated at work.

When employee engagement is high, agents tend to take their jobs more seriously. Better yet, they are more likely to take delight in what they do. This results to happy customers. It’s a win-win situation for everyone involved.

3. Long hold times

It’s no secret that many customers don’t like being put on hold. In fact, 32% of customers believe that call center agents shouldn’t be doing so in the first place.

While that is an unrealistic demand, it only goes to show why call center agent have to avoid putting customers on hold for a long time.

To eliminate the need for long hold times, you have to optimize and streamline your call center’s processes so that your agents can pull up customers’ information with minimal effort.

4. Long call queues

Long call queues are just as annoying as long hold times, possibly even more so. It can be very unpleasant for most callers to hear the words “Your call is important to us. Please continue to hold.”

If you want your customers to think highly of your customer service, you have to take the necessary steps to avoid long call queues. Hiring more agents often does the trick. If that poses a problem budget-wise, you can shuffle employee’s schedules in such a way where more agents are available during peak hours.

Another solution that has been proven to be effective is to provide customers with the option to request a call-back.

Final Word

A company’s reputation is only as good as the quality of its customer service. Your brand may have the best product in the market, but if your customer service is poor, most customers won’t hesitate to look to other competitors.

In the final analysis, it’s how well you treat your customers. Treat them like we do at customer service call centers in the Philippines and that will separate your brand from the rest. Considering how fast information gets around these days, you simply can’t afford to make mistakes.

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4 Ideal Characteristics of a Successful Call Center Manager

Call Center Manager

Call Center ManagerEvery call center needs great managers in order to thrive, even more so on account of the rapid changes in today’s business climate.

While each call center manager is different, the successful ones share distinct personality traits that drive their success.

And by “success” we mean their ability to encourage and motivate their agents to perform better on the floor. But then again, that’s not all there is to it.

With the way customer service processes have changed through the years, call center managers always have to keep up, and as such need to adjust accordingly in order to be more effective leaders.

So what are the common qualities that separate the great call center managers from the rest? Feel free to dive in if you want to find out.

1. Communicates with agents all the time

Since agents are the ones who talk to customers on a regular basis, they have a more profound knowledge of what customers need. Managers with good sense know this.

A customer service call center manager in the Philippines worth his salt will use this knowledge to the organization’s advantage, especially in terms of how to improve customer experience and inspire customer loyalty.

In addition, call center managers who talk to their agents regularly go a long way into empowering the workforce.

Furthermore, agents who feel that their thoughts and opinions matter will feel more motivated to be at their best.

2. Critical thinker

Call center managers are regularly tasked to come up with big decisions that will make a significant impact on the organization going forward.

As such, managers need to have the ability to think critically.

This means not taking everything at face value. By making it a point to look at challenges from every angle, a manager can come up with decisions where the positives outweigh the negatives not just for the present situation but in the long run as well.

Call center managers who are strategic-minded are a great asset to your organization because you can exchange ideas with them and in turn enable you to come up with great decisions yourself.

3. Excellent coach

According to recent research, the most significant ability that separates great managers from the middling ones is coaching.

By taking the time to have meaningful coaching sessions with agents, a call center manager can establish a meaningful connection with them. This, of course, leads towards meaningful growth.

Just the mere knowledge that the manager has his back engages the agent in more ways than one. It allows them to move forward positively but in a way where a sense of accountability is established.

4. Stays on top of the latest technological trends

The new wave of technology spurred on by the digital age has radically changed customer service processes as well as customer expectations.

A manager oversees many areas of a call center’s operations, and as such will have to stay updated on the latest innovations that would change the organization’s infrastructure.

If the call center is transitioning to the cloud, for example, a manager, who has more than a passing familiarity of how the technology works will be more able to help agents build and develop the necessary skills needed to thrive in the new system.

Key Takeaway

As the cliche goes, change is the only constant thing in this world. This is why being a great manager is a lifelong pursuit that needs to be taken seriously.

While it’s true that some people are born leaders, anyone can develop the leadership skills needed to thrive in any industry. You can certainly get a good head start by emulating the four characteristics discussed in this article.

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4 Ways to Handle Irate Callers in the Call Center

Irate Callers

Irate CallersLet’s face it: handling irate callers is not fun. But then again, angry customers come with the territory when you’re a customer service professional.

As such, it’s worth noting that customers are far more likely to tell their friends about their negative customer service stories rather than the positive ones.

Which goes to show that if your agents haven’t been trained enough on how to handle irate callers, your organization is bound to suffer severe losses in terms of its overall bottom line.

While you can’t please every caller,  it pays to ensure that your agents are well-versed in the best practices when it comes to handling difficult customers in your call center.

Here are steps your agents can do to satisfy irate callers.

1. Sit back and listen

You can already tell by the customer’s voice that he’s upset, and he wants to tell you all about it, perhaps in the most colorful terms.

At this juncture, the best course of action is to shut up and listen.

It might be tempting to interrupt the customer if you know that it’s not entirely the company’s fault. But then again, doing so would only upset him more.

So listen. Really listen. By allowing the customer to vent his frustrations without interruptions, chances are he’ll be much calmer once he’s done.

Better yet, he might even have a better understanding of his situation or issue just by talking it out. Either way, once the customer is done talking, you’ll find that he’ll be much more cooperative.

And since you took the time to listen (and jot down notes), you’ll have a better understanding of the customer’s issue yourself and thus will be more equipped to work with him in coming up with solutions.

2. Apologize

Once the customer is done explaining the issue, the next thing an agent should do is apologize.

And yes, the same thing applies even if the issue is the customer’s fault. This is even more, the case if the caller is upset.

It is the call center agent’s responsibility to assist, not blame the customer for mistakes or misunderstandings about a product or service he has paid for.

By providing the customer a sincere apology, an agent is making it known that he’s there to help.

3. Provide solutions and be quick about it

If the customer is already feeling angry, it will only agitate him more if the agent is a slow poke at providing answers and solutions.

So make it quick. If possible, avoid putting the customer on hold. This way the customer will feel that their issues are being addressed with a sense of urgency.

Additionally, call center managers can help agents deliver solutions more efficiently by providing them with high-end cloud-based call center software.

4. Go the extra mile

One great way to appease irate customers is to offer them some form of compensation. No surprise there. After all, everyone wants free stuff.

By going the extra mile for upset customers, you are letting them know that you’re truly sorry for the inconvenience and that you value your business relationship with them.

If you’re worried about the financial losses that come with offering freebies, just take comfort in the fact that acquiring a new customer costs six or seven times more than to retain an existing one.

Final Word

On top of the tips mentioned above, call center customer service agents in the Philippines can go a long way into satisfying angry customers by maintaining professionalism, patience, and courtesy at all times.

Besides, irate customers are part and parcel of running a business. Above all, businesses that employ sound strategies to make grumpy customers happy will have increased customer retention and customer satisfaction, which will bode well for their ROI.

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5 Creative Ways to Improve Customer Experience

Improve Customer Experience

Improve Customer ExperienceCustomer service has been undergoing rapid changes over the last several years, thanks to digital technology, automation, and cloud services.

While recent technological advancements has changed expectations for call center customer service  in the Philippines, one thing remains the same: customer experience impacts brand loyalty better than everything else.

In fact, studies show that customers are willing to pay more to get better customer service from their providers.

That said, it’s becoming tougher and tougher to impress customers these days. When one takes into account omnichannel solutions, it’s not in the least surprising.

But if you are willing to think of more creative ways to “wow” your clients, you’ll find soon enough that the effort you put forth in the endeavor will be more than worth it.

So how does one get creative in delivering positive customer experience to clients? Let us count the ways.

1. Personalize your service

Many studies suggest that personalization influences how consumers view a brand. When a business delivers personalized service, customers become more engaged and are more likely to make repeat purchases.

Thanks to CRM integration, call centers have a more efficient means to keep track of customers’ needs. Cloud software also allows you to personalize the call queue based on the information of the caller.

Personalization goes beyond the call center as well. With the help of multichannel platforms, you can interact with customers via the method they prefer, be it mobile, social media, or email.

2. Write a thank you note

If you want to show customers your appreciation for doing business with you, sending them a thank you letter should do the trick.

Besides, saying thank you is all about common courtesy, which is something your call center needs to show on a regular basis if it wants to run a customer-centric business.

A simple “thank you,” however, is not enough. If you want to inspire brand loyalty, you need to send a thank you note that is as personalized as it is thoughtful. One effective way to do this is to tell the customer why you are thankful in the first place.

3. Be proactive in delivering service

In order for you to deliver customer service that goes beyond clients’ expectations, you have to anticipate their needs at every opportunity and be proactive in your approach to fulfilling them.

With the help of CRM, you can keep track of customer sentiments across a variety of channels. With this wealth of information at your fingertips, you can eliminate product or service issues before they arise.

Keeping customers informed in advance and providing them with self-service options increase engagement, thus fostering customer empowerment and loyalty.

4. Implement a call-back solution

Customers don’t like having to wait on hold or call queue for minutes on end. To spare them from the frustration, you can offer to call them back at a time that’s most convenient for them.

Customers like being provided options, and a call-back solution is one option that allows them to manage their time in regards to their issue with the product or service.

5. Give them the good ol’ freebie

Customers do appreciate receiving free stuff from providers, especially when there are no strings attached.

Don’t settle for the generic stuff, though. Instead, give them something that they’re interested in. This is where CRM comes into play.

Final Word

Creating a positive customer experience in client-customer interactions is a long-term strategy that will pay dividends on your bottom line.

Your customers, after all, are the lifeblood of your business. To keep your brand alive, it needs a creative shot in the arm every once in a while.

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3 Proven Techniques in Lowering Abandon Rates

Abandon Rates

Abandon RatesIf you’re running a call center, abandon rate is one of the most crucial performance indicators you should pay close attention to.

For one, a high volume of abandoned calls speaks volumes about the quality of your customer service.

Most of us have experienced abandoning calls after being made to wait too long on the line or having to go through circuitous IVR menus.

It’s not a pleasant experience, and it certainly doesn’t make you think highly of the company you’ve been trying to reach.

If your call center is registering a high amount of abandoned calls, it’s necessary that you make the necessary adjustments to curb that trend.

As a business owner, here are proven techniques you can employ to lower your call center’s abandon rates.

1. Streamline your scripts on your automated messaging system

We’re sure you’ve heard this a million times before: “Your call is important to us. Please stay on the line, and one of our representatives will take…” and so on.

To make matters worse, you have to listen to that same maddening script over and over until you decide you can’t put up with it anymore, hence the high incidences of abandoned calls.

That script  is not just outdated, it sounds cliche and boring. It gives off the impression that the call center is just phoning it in (no pun intended).

As far as your welcome message goes, the best approach is to tell customers upfront that they’re being held in a queue.

Better yet, you can provide customers more helpful information to listen to. By keeping them engaged, you are giving them more reasons to stay on the line.

2. Offer a callback option

Imagine this: you’ve already spent more than five minutes waiting for an agent to speak to you and you suddenly remembered you haven’t fed your goldfish the entire day.

And so you are left with two options: A) Abandon the call and feed the poor thing, B) Keep waiting (after all, you’ve spent several minutes on the phone so you might as well make them count).

The better choice, of course, is A. After all, keeping your goldfish alive should be your top priority.

But here’s the thing: you could have offered a third and better option. You could have offered a callback.

By providing callers the option to request a callback at their preferred schedule, you are providing them the convenience of being able to manage their time better.

Better yet, by offering a call back option, you can reduce the number of callers on the waiting-list during peak hours, allowing better management of call volume.

3. Increase the number of call center agents on the floor

The best way to lower abandon rates in your call center is to employ more agents. This, for obvious reasons, reduces the number of callers on the queue.

If that is not a viable option, you can also make changes in your staff scheduling. By assigning more agents on shifts where higher call volume is to be expected, you can reduce the number of callers on hold, thus lowering the chances of abandoned calls.

Key Takeaway

The three techniques mentioned in this article have been proven to reduce the amount of abandoned calls in customer service call centers in the Philippines.

The importance of abandon rates can’t be emphasized enough. For one, they have a tremendous impact on customer satisfaction. And it’s been long proven that customer satisfaction almost always translates to better business.

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