Hi All,
I’m new to this site but wondered if anyone could help me with a query re an inbound sales line that I am investigating for a client?
From system reporting the sales lines (multiple channels for multiple products) seems to have abnormally large numbers of calls that are logged as “Prank” by the sales agents (around 18-20% abandons)
I spent time on site to listen to the calls to see if I could identify the problem (eg miscoding by agent, abusive customers etc.)
What I found is that a large proportion of the calls had no recording
Next a large “chunk of calls” gave me the agent channel recording with a call greeting (or partial) ie “Thanks for calling ABC limited, you’re speaking with Billy....” before the call recording terminated (only a matter of seconds)
I also had a number of calls where i could hear the agent channel on the recording but no customer channel (eg “Thanks for calling ABC limited, you’re speaking with Billy....” and then the agent not getting a response from a customer and ending the call.
In such cases the agents are quite right to log the outcome as "prank"
I’ve scrolled back through the last 20 pages of this forum to see if this problem may have been experienced by others but to no avail but wondered if anyone had any immediate ideas?
To assist here is some additional info....
1. The response time to inbound calls is minimal ie no lengthy queue to prompt people to hang up (I have done test calls and the longest wait time was 15 seconds with an IVR message taking up part of the time advising me of heavy traffic)
2. The sales calls are generated by Direct Response TV advertising and other media (eg magazines) so the customer initiates the call
3. Conversions from enquiry to sale for sales calls are healthy so indicate a willingness by callers to purchase (so an assumption that other callers wouldn’t dump the call on announcement)
4. I’ve sorted the call log by CLI to see if any there was any repeat calls from “prank” that were subsequently logged as sales or other outcomes (to see if perhaps a call was dumped by the agent or the system forcing a call back from the prospect) but that doesn’t appear to be the case.
So am at a bit of a loss...I have the on-site techies looking in the issue to see if they can diagnose a problem and even team leaders contemplating calling people whose lines are flagged as prank to get first hand feedback from the customer to see if they encountered any problems with the system.
Any ideas or suggestions much appreciated people?
Thanks in advance
Bob
