Call avoidance is one of the top agent performance issues contact centers deal with each day. While many contact center policy guides consider it gross misconduct, there are important factors to consider before you act.
Before digital customer interactions like those in chat, email, social media, or text became common, the term “call avoidance” referred strictly to a customer service agent attempting to take fewer phone calls. Thanks to the swift increase in digital customer touch points, today a better term is “interaction avoidance,” though some service centers still use the older term in their KPIs.
In this eBook, we’ll explore what avoidance is, why it occurs, and how you can monitor it. We’ve also created a template you may use when creating your own interaction avoidance policy so your contact center leadership and your agents can understand what it is and how to control it.
