A Lost Call is an inbound customer call that does not result in the caller being connected to an agent or answering service. This can happen if the caller hangs up before being connected, if the call is disconnected due to technical issues, or if the call is deliberately terminated by the contact center.
How to Calculate Lost Call
Why Lost Call Matters
Lost calls matter for several reasons:
Customer Satisfaction: Lost calls can lead to poor customer service experiences, resulting in dissatisfaction and potentially lost customers.
Revenue Impact: Each lost call represents a missed opportunity to generate revenue or resolve customer issues.
Reputation: High rates of lost calls can damage a company's reputation, leading to negative reviews and loss of future business.
Factors Influencing Lost Call
Several factors can influence the rate of lost calls:
Long Wait Times: Customers may hang up if they have to wait too long to speak to an agent.
Technical Issues: Network problems or system errors can cause calls to be dropped.
Call Volume: High call volumes can overwhelm the system, leading to more lost calls.
Strategies to Improve Lost Call
To reduce the number of lost calls, consider these strategies:
Improve Staffing: Ensure there are enough agents to handle incoming calls, especially during peak times.
Enhance Technology: Use reliable systems and regularly maintain them to minimize technical issues.
Optimize Call Routing: Implement efficient call routing to reduce wait times and improve the chances of connecting callers to agents quickly.
Related Terms
Abandoned Call: A call where the customer hangs up before reaching an agent.
Missed Call: A call that is deliberately disconnected by the contact center.
Dropped Call: A call that is accidentally disconnected due to technical issues.
Conclusion
Understanding and managing lost calls is crucial for maintaining high levels of customer satisfaction and operational efficiency. By addressing the factors that contribute to lost calls and implementing effective strategies, businesses can improve their customer service and overall performance.
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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