Combatting Contact Avoidance and Creating the Right Policy To Manage It
Every contact center needs a call avoidance policy. The best ones include two key elements: boundaries and expectations.
Call avoidance is one of the biggest performance issues within the contact center. While many contact center policies consider it gross misconduct, there are important factors to consider when creating and enforcing yours. In this ebook, we explore what avoidance is, why it occurs, and how you can monitor it. We also provide a template you can use when creating your avoidance policy.
- Why agents avoid calls and interactions
- The cost of interaction avoidance
- How to combat interaction avoidance
- Interaction Avoidance Policy template