A Delayed Call is an inbound customer call that remains in a queue waiting for an agent to become free to respond. This typically occurs when all agents are busy, and the call is placed in a virtual queue until an agent is available.
How to Calculate Delayed Call
To calculate the percentage of delayed calls, you can use the following formula:
For example, if a call center receives 1,000 calls in a day and 200 of those calls are delayed, the delayed call rate would be:
Why Delayed Call Matters
Delayed calls are crucial because they directly impact customer satisfaction. Long wait times can lead to customer frustration, increased call abandonment rates, and a negative perception of the service provided. Reducing delayed calls can enhance customer experience and loyalty.
Factors Influencing Delayed Call
Several factors can influence the occurrence of delayed calls:
Agent Availability: Insufficient number of agents to handle call volume.
Technical Issues: Problems with the call routing system or network issues.
Agent Efficiency: The speed and effectiveness with which agents handle calls.
Strategies to Improve Delayed Call
To reduce delayed calls, consider implementing the following strategies:
Increase Staffing: Hire more agents to handle peak call volumes.
Optimize Call Routing: Use advanced call routing techniques to distribute calls more efficiently.
Implement Callback Options: Allow customers to request a callback instead of waiting in the queue.
Enhance Training: Provide agents with better training to handle calls more efficiently.
Related Terms
Call Abandonment Rate: The percentage of calls that are disconnected by the caller before reaching an agent.
Average Handle Time (AHT): The average duration of a call from start to finish.
First Call Resolution (FCR): The percentage of calls resolved on the first contact without the need for follow-up.
Conclusion
Managing delayed calls is essential for maintaining high levels of customer satisfaction. By understanding the factors that contribute to delayed calls and implementing effective strategies to reduce them, call centers can improve their overall efficiency and customer experience.
How NICE is Redefining Customer Experience
NICE offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.
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