Reducing Abandoned Calls

An abandoned call is an inbound call which gets tired of waiting for an available agent and hangs up. This is essentially the worst possible scenario for a call center. As your solution provider, Kunnect delivers many features to your inbound call setups to help reduce this.

• Skills based routing ensures that the right agent gets the right call.
• Customizable failover destinations with can move your call to another ACD, a specific agent, a voice mail, or even off site to a third party telephone number.
• Service level goal settings allow you to know in real time how you are doing with your queue management.
• Prioritizing of inbound calls over outbound calls in a blended agent environment.