The customer service abandonment rate is a KPI that shows the number of consumers who gave up on receiving support from the company after one or more contact attempts.
The higher the metric, the worse it is for the company. According to CS Academy, an attrition rate of 10% or above is already quite worrying, since the global average is between 5% and 8% .
However, if you use predictive analytics inalbania mobile phone number list your contact center, you will be able to keep the percentage low. Above all, because you can identify factors that generate consumer dissatisfaction and adopt preventive measures.
Reduces complaints
Many leads and customers may be so dissatisfiedlgeria mobile phone number list[/url] with the business's support that they file complaints on portals, which puts the brand's image in the market at risk.
A high number of consumers who were not well served can cause irreparable damage to your reputation, as it shows the company's disregard for the customer.
Fortunately, it is possible to mitigate the impact of complaints with predictive analysis. The technique allows you to identify and correct situations that can generate them in advance. This way, the business's reputation remains intact.
Greater operational efficiency
Among the advantages of predictive analysis in the contact center is operational efficiency. Even in periods of high demand, the workflow is fluid when it is already known what needs to be done.
All resources are used very well. In other words, there is practically no waste in providing good customer service, since the company already anticipates possible needs.
Consequently, costs are lower and team productivity only increases. They solve twice as many cases in the same amount of time, as most are resolved in the first or second contact.