3 Common Operating Mistakes in a Catalog Contact Center (1,301)

First, while maintaining low call-abandonment rates is a worthy objective, staffing to meet this objective isn't as easy as it seems. Contact center managers can control only how fast calls will be answered, not how long callers will wait on hold.

As a result, management has only indirect control over the abandonment rate, because a caller's tolerance to a holding delay will vary by call type and service expectations.