September 19, 2023

Common Causes of Dropped Calls in Call Centers In a call center environment, every interaction with a customer is an opportunity either to build a lasting relationship or, unfortunately, to alienate someone. A dropped call, which is an unintended interruption in the conversation, can be detrimental to the customer experience. From the perspectives of both call centers and customers, here are the common causes for these unwanted disconnections: Technical Factors Weak Signals or Connectivity Issues: Call Center Perspective: If a call center relies on Voice over Internet Protocol (VoIP) technology for its operations, it's crucial to maintain a strong and stable internet connection. Weak internet connectivity can lead to calls dropping in the middle of conversations. Customer Perspective: Customers might be calling from areas with weak cellular reception or from a landline experiencing interference. This can result in the call disconnecting unexpectedly. Outdated Infrastructure or Equipment: Call Center Perspective: Utilizing outdated hardware or not updating phone system software can lead to performance issues, which can cause dropped calls. Over time, wear and tear on headsets, phones, and other equipment can also negatively impact call quality. Customer Perspective: Customers using older cell phones or damaged equipment might experience more frequent call drops. Software Glitches: Call Center Perspective: Call centers often use advanced software for call routing, monitoring, and management. Bugs or glitches in this software can lead to calls being unintentionally terminated. Customer Perspective: If a customer is using VoIP services or mobile apps to make calls, software bugs on their end can also contribute to call drops. NobelBiz OMNI+ steps in as a comprehensive cloud solution, offering contact centers a lifeline when dealing with the vexing issue of dropped calls. This versatile platform simplifies operations with a unified dashboard for voice and digital channels, ensuring consistent customer interactions. Moreover, OMNI+ guarantees 99.9% uptime through server redundancy, erasing concerns about downtime. Our solution provides pre-built integrations with popular third-party tools crucial for contact center operations, such as CRMs, payment processors, and database management systems. OMNI+ stands as a practical and dependable ally for contact centers, addressing the challenges posed by dropped calls while streamlining operations and enhancing customer experiences. Human Factors Operator Error: Call Center Perspective: New or inadequately trained operators might accidentally disconnect calls. This could be due to unfamiliarity with the call system or a misstep in handling multiple calls simultaneously. Customer Perspective: The customer may think the operator intentionally disconnected the call, leading to frustration and dissatisfaction. Accidental Hang-ups: Call Center Perspective: Operators, especially during high call volumes, might mistakenly press the wrong button, leading to an unintentional call termination. Customer Perspective: From a user's side, they might accidentally hit the 'end call' button, especially on touchscreen phones, or the call might disconnect if the handset is placed too close to other electronic devices causing interference.

Day: September 19, 2023

Dropped Calls Decoded: Causes and Solutions for Contact Centers