2024 Market Study – 19 Secrets That Abstrakt Has Revealed
Over the past six months, we’ve seen a change in the marketplace. But instead of just telling you there has been a change, we are revealing the details so that you can put them into action today.
If you’re interested in our 2023 Market Study, view that here.
Abstrakt has identified three major trends in Call Centers over the past six months:
1. Customer satisfaction rates increased by 22% when there was a resolution on the first call instead of having to jump through multiple agents.
This should be a no-brainer, but you’d be surprised how this is not always a priority at call centers.
2. The average number of interruptions it takes for a customer to become agitated is 1.8.
People don’t want to be interrupted.
Agents who interrupt customers more than 1.8 times tend to have a call that ends in a negative sentiment as the customer becomes frustrated.
3. Leaders have identified that 78% script completion has led to higher NPS scores.
Agents want freedom in what they say (beyond compliance statements), but leaders know what makes up a great call.
Agents using Abstrakt is like Iron Man using J.A.R.V.I.S.
It serves as a reminder that even the most successful people in the world need help sometimes.
It’s all situational-based.