Abandonment Rate

19 07, 2018

5 KPIs and Reports You Need to Run an Efficient Contact Center

2018-11-06T19:49:13+00:00Abandonment Rate, Call Center|

It’s really easy to lose yourself in gut feeling or intuition, and it’s also really easy to follow patterns that aren’t really there. In business, we’re taught to trust the numbers, and not make decisions based on those gut feelings, but do you know which numbers you should be using to make these critical decisions? And more importantly, do you have access to these numbers/can you report on these numbers? The following is a list of statistics/reports that we feel are critical for optimizing performance of your contact center and reservations team. Occupancy Level When we talk about running [...]

17 05, 2017

The Data Shows Now Is The Right Time To Implement CRM Into Your Call / Contact Center

2017-05-17T13:02:43+00:00Abandonment Rate, Call Center, Call Tracking, Reservation Sales, Staffing, TRACK | PULSE|

We hear this all the time, "It's the summer, we can't implement anything". I get it.  It's easy to throw out that objection towards a sales person and get them off the phone. Hoteliers in the vacation travel space have told sales people this for years to avoid implementing software.  It's a valid concern, but it might not be the most important concern. Summer might actually be the perfect time to implement CRM / Call Tracking into your Resort / Vacation Rental Company. Many managers of reservations teams will not want to disrupt their people, and while this is understandable, it is [...]

7 07, 2016

Decreasing Abandonment Rate

2016-07-07T06:07:59+00:00Abandonment Rate|

When it comes to taking reservations in your call center, nothing is more important than talking to your guests. If there’s anything that can disrupt this process, it’s call abandonment. In a perfect world, agents would be able to talk to everyone calling in, but we know that’s not the case. Our gold standard for abandonment rate is 5-8%, and with some help, this is attainable for all call centers. What can you do? In order to reach this gold standard, it is critical that your call center is staffed properly. With products like TRACK Pulse, you can view your [...]