Last updated on Jul 13, 2024

Experiencing a sudden spike in call drop rates?

If your call center is suddenly experiencing an increase in call drop rates, it's crucial to get to the bottom of it quickly. Call drops can lead to customer frustration, lost revenue, and damage to your company's reputation. Understanding the root causes is the first step in addressing the issue. Whether it's technical glitches or staffing challenges, identifying the problem will help you find a solution. Let's explore some common factors that can lead to a spike in call drop rates and how you can resolve them.

1 Network Issues

Network-related problems are often at the heart of increased call drop rates. If your call center relies on Voice over Internet Protocol (VoIP), bandwidth limitations or network congestion can lead to poor call quality and disconnections. Regularly monitor your network performance and ensure your internet service provider (ISP) delivers the necessary speed and reliability. Upgrading your network infrastructure or moving to a dedicated line might be necessary to provide a stable connection for your call center operations.

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Robyn D.

Franchise Consultant | #FinancialFreedom #Franchising #InvestmentOpportunities #BusinessGrowth #Entrepreneurship #FranchiseInvestment #BeYourOwnBoss #SilentPartner
When experiencing a spike in dropped calls it is imperative to analyze the cause and isolate the impact as quickly as possible. Best practices might include verifying telephone service and servers are in good health, if there is an outage at that level get an estimated time of resolution and broadcast message to avoid frustrating customers. If dropped calls are specific to a work location, check weather and switch calls to another region or vendor until issue is resolved. If spike is traced to a single user, run bandwidth and latency tests. Try listening to calls to ensure agents are using best practices and that the call tree is easy to navigate. Also, monitor average handle time for smooth flow especially during peaks. Update stations.
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2 Equipment Failure

Call drops can also stem from malfunctioning equipment. Headsets, phones, or even server hardware can fail without warning. Conduct frequent checks and maintenance on all call center equipment to prevent unexpected breakdowns. Consider establishing a routine replacement cycle for devices that are prone to wear and tear. Having a reserve of critical components on hand can minimize downtime and keep your operations running smoothly.

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Joy Monday, BSc, CCSS (ICAN in view)

Virtual Customer Success Maestro || Certified Customer Success Specialist (CCSS) ||Comprehensive Support across Social Media, Email, Phone & Live chat || Shoot me a quick DM!
Call drops can also be as a result of malfunctioning equipment. These equipments are manmade and can fail without warning therefore to prevent unexpected breakdown conduct thorough checks on headset, phones or even server hardware. Make proactive effort to replace routinely devices prone to wear and tear while also ensuring to buy devices in two's and three's as it will go along way to reverse call drops.
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3 Software Glitches

Software issues can disrupt call center services and lead to increased call drop rates. Whether it's a bug in your Customer Relationship Management (CRM) system or an outdated call routing software, staying on top of updates and patches is essential. Work closely with your software vendors to ensure you have the latest versions and that any known issues are addressed promptly. Regular training for your staff on software use can also help prevent operator errors that might contribute to call drops.

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4 Staffing Shortfalls

An understaffed call center can lead to longer wait times, hurried calls, and ultimately, more dropped calls. Make sure you're adequately staffed, especially during peak hours or seasons. Analyze call volume data to forecast staffing needs and consider flexible scheduling or hiring temporary staff to handle surges in call volume. Proper training and support for your agents will also help them manage calls more efficiently and reduce the likelihood of drops due to human error.

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5 Process Inefficiencies

Inefficient call handling processes can lead to unnecessary transfers or holds that increase the risk of call drops. Review your call flow processes and look for areas where you can streamline operations. Simplifying complex procedures or providing agents with better tools and information can lead to more effective call management. Continuous process improvement should be a part of your call center's culture to ensure optimal performance and customer satisfaction.

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Melissa A.

An Administrative Office Assistant and a Futuro Health Scholar for Paraprofessional Customer Service in Healthcare.
An example I have seen is by putting someone on hold for less than five minutes. Also, if it is a complaint caller, do not put them on hold especially if you can solve the issue promptly. If needed tell them that they will be on hold or they will be transferred quickly. Furthermore, if the caller hangs up or the call is dropped, call them right away to solve their issues.
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6 External Factors

Finally, external factors beyond your control, such as severe weather events or large-scale service outages, can cause sudden spikes in call drop rates. While you can't prevent these occurrences, having a disaster recovery plan in place can help you respond effectively. Ensure your plan includes backup communication systems and alternative working arrangements, such as remote work capabilities for your agents. Being prepared for the unexpected ensures that your call center can continue to operate under adverse conditions.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Experiencing a sudden spike in call drop rates?

1

2

3

4

5

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1 Network Issues

2 Equipment Failure

3 Software Glitches

4 Staffing Shortfalls

5 Process Inefficiencies

6 External Factors

7 Here’s what else to consider

Call Center Administration

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Experiencing a sudden spike in call drop rates?

1

2

3

4

5

6

7

1 Network Issues

2 Equipment Failure

3 Software Glitches

4 Staffing Shortfalls

5 Process Inefficiencies

6 External Factors

7 Here’s what else to consider

Call Center Administration

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