Controlling Call Abandonment for a North-American Retail Giant

Learn How we controlled Call Abandonment for a Retail Giant?

AnAbandoned call

is a LOST CUSTOMER!

126 Agents serving

North- American

HOME IMPROVEMENT RETAILER

Followed a process to implement a

SOLUTION

Define Measure

Analysis

Improve Control

The retail had an increasing trend of

Identified Business Problem

Define Measure Analysis Improve Control

Non availability of agents as per

anticipated call-flow.

Call -abandonments

Reduce abandonment

rate!

Came up with a definite Goal


Why it is increasing? How can I reduce it?How will I control it? What impacts abandonment rate?

Identified Causes of the Problem


Gathered Data for the Process and documented current

performance level


Data we gathered

Call Abandonment rate and Handle time for each agent for 90 days


Metric

After Call Work Time Time to complete work that is required of

an agent immediately following an inbound call.

Average Hold Time – The time a customer waits in queue before the call is answered.

Non Availability of Agents

Current Performance

87 seconds

173 seconds

34 %


Ran a normality test to remove outliers

We considered Average Handle Time and call abandonment % for normality test.

Started by cleaning the data


The two shooting bars showed the deviation from mean.

8 data points were statistical outliers and they needed to be eliminated

Here’s how we did it


Checked whether

AVERAGE HANDLE TIME

and its components impacted ABANDONMENT RATE


What factors impacted AHT most based on the

occurrences in the data

Started by Identifying


HIGH ACW TIME

HIGH TALKTIME & HOLDTIME

PROCESS KNOWLEDGE

ISSUE

SYSTEM / HEADSET ISSUE ENVIRONMENTAL

ISSUES

Factors Impacting AHTConsidered 3 Major components • Talk time• Hold

time• Wrap

time.

HERE’S WHAT WE FOUND


to see if Average handle time

IMPACTEDCall abandonment

RAN A CORRELATION


Month March April May

Average Handle Time (seconds)439.61

7 466.4852 505.464

Abandonment % 3.084 3.44 4.13

Average Call Duration (seconds)220.26

9 222.2352 259.994

After Call Work (seconds) 96.708 89.81 98.96

Hold Time (seconds) 122.64 154.44 146.51

OUR DATA


Correlation Results Average Handle

TimeAbandonment Rate

Abandonment Rate

0.997 (Pearson correlation)

0.049 (P-Value) Hold Time 0.644(Pearson

correlation)0.583 (Pearson correlation)

0.555 (P-Value) 0.603 (P-Value)

Correlation between parameters were significant and considerable


Identified why there was:

A high Average Handle Time

High AUX % i.e. non

availability of agents.


Men

Trainers

Agent

Supervisor

Real Time Analyst

Quality Analyst

Material

CRM

Shared Folder

Knowledge Bank

Machine

Headphones

System Latency

Agent Systems

Measurement

Forecast Variance

Call Quality Score

Real Time Call Barging

Daily QA Feedback

Method

Call Types

RTA

Frequency of Updates

Regular Briefings

Regular Refreshers

Mother Nature

Working Condition

Temperature

Humidity


Determined our DIRECTION to

control Average Handle Time

Set GOALS to reduce Average Handle Time

thereby to impact Abandonment Rate


Reduce Call Abandonment

Call Handling Time

AHT should be within 7.5 minutes

ACW should be within 2 minutes

Agent Non availability of Agents/ Break

Timings

If an agent logs in for less than 7.5 hours , break time - 25 minutes

If an agent logs in for more that 7.5 hours, break time - 60 minutes.

Adequate Staffing

As per forecasted call data, agents to be staffed based on 70 %

utilization

Consider 10% shrinkage while scheduling

Our CTQ Tree


Laid down

IMPROVEMENT

ideas and

implemented them.


Analyzed agents individually

Tracked and monitored in real time agents with a high

call handle time.

Analyzed the reason

for the same.

Provided coaching.


Monitored & controlled agent breaks:

Led to more staff hours

Ensured proper staffing to handle the call-volumes.

Published agent productivity report capturing calls handled, AHT and break time. This helped identify underperforming agents.


Quality checks on high AHT calls :

Identified and analyzed reasons for

high AHT calls

This provided information

on agent product

knowledge.


Provided FAQ’s to agents as ready information to assist customers on phone to speed up processes.


Drove Awareness

Made call handle time control a daily practice

Shared data across supervisors to provide guidance to work with

their teams.


New-hire Training Evaluation process:• Revised and standardized training techniques providing more information for process knowhow soft skills, basic customer skills , working with the CRM, etc.


March April May June July August0.00%

0.50%

1.00%

1.50%

2.00%

2.50%

3.00%

3.50%

4.00%

0123456789

7.337.77

8.42

5.26 5.12 5.2

3.30% 3.44% 3.48%3.27%

2.77% 2.81%

IMPROVEMENT RESULTS

Average Handle Time Abandonment Rate


Control MEASURES


SUPERVISION Real time agent alert on After call work:

• Used red screen to draw agent attention nearing maximum after call work

Real time alert to supervisor:

• Reported agents critical statistics

Daily review calls with operations, training and quality teams:• Discussed performance of each agent to determine

further action to highlight areas for coaching.


QUALITY ASSURANCECall Audits:

Provided tips to wind up calls in a lesser time during agent coaching.Provided a comprehensive daily report covering critical statistics to the Operations team & the Board of Directors.

Targeted Monitoring:

Allowed quality team and real time analyst information to ascertain their improvement trend.


AGENT MOTIVATION

Training:• Dedicated training

session on controlling AHT for training new agents, to make them aware of the expectations

Rewards & Recognition plan :• Created for top

performing agents for keeping the AHT under control while still achieving the customer satisfaction score.


[ ] DATA ANALYTICS

•Micro level Scrutiny of statistics to identify trends and allow the team to develop corrective steps.

•Implementation of Plan-Do-Check-Act (PDCA) cycle for long run benefits.


Did you like our approach?LEARN MORE

Call us at: +1 (866) 581-0038

Or email us at [email protected]

to request for our

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www.fusionbposervices.com

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Controlling Call Abandonment for a North-American Retail Giant

Business

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