Some clever options include

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The landing page optimization of mobile. PPC advertisers take painstaking efforts to optimize their desktop landing pages to prevent clickers from bouncing. We should be applying the same strategy to mobile campaigns. However, if the primary conversion goal is a phone call, our efforts should be directed to training the team responsible for picking up the phone. These employees should be well informed about your product offerings and policies, be well versed in sales techniques and have a solid understanding about your call goals.

Call abandon rate gif Utilize Call Data to Incentivize Employees IT Numbers you probably have aggressive goals to improve the number of calls handled per rep, average handling time, etc. Encourage your workforce to strive for these goals by using call metrics to drive bonus packages, promotions or SPIFs. Hire Based on Call Volume As you attain data on your incoming call volume and estimated time per conversation, build a model to help you understand when you need to hire new employees.







Don’t forget to take training time into consideration. If it takes 2 months to get a new call center representative up to speed, be sure to make hires early on in preparation for an uptick in call volume. Once you’ve devised your model, stick with it! According to Marchex, appropriate staffing in call centers can improve overall ROI by a minimum of 10%. Optimize Your Hold Experience Call abandon rate gif It may be unrealistic for you eliminating the hold process altogether, but you can certainly make an effort to make it less painful for callers. announcing estimated hold times or queue positions (provided they are fairly low) to give users a sense of how long it will be until their calls are addressed, offering “call back” services or getting creative with your music choices.