KPI of the Day – Customer Service: % Call abandon rate
Definition
Measures the percentage of customer calls which are abandoned while in queue, waiting for service, from overall calls.
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Measures the percentage of customer calls which are abandoned while in queue, waiting for service, from overall calls.
On April the 26th & 27th, at the Radisson Blu Hotel Bucharest, the TeCOMM Bucharest event took place, which is an event dedicated to the eCommerce industry.
When it comes to hiring a new member in the customer service team, companies sometimes find themselves in the position of choosing between persons with great experience and technical skills and persons with less experience, but with a natural sense of empathy and care towards customers.
Decreasing the number of complaints by improving the quality of the products or the services we offer –is what a lot of organizations understand about how to do customer service, in particular, and business, in general. But are satisfied customers sufficient for the company’s long term profitable growth? Or do they need something else?
Many believe that Customer Service is strictly linked to the direct contact that employees have with the customers of an organization. But this service extends beyond the front line of dealing with external customers. Customer Service also refers to how employees treat and support each other in delivering exceptional products and services to the customers who pay for them. This is called Internal Customer Service.
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