Tagasipöördumismäär

Tagasipöördumismäär, also known as return rate or callback rate, is a metric used in customer service and telecommunications to measure the percentage of calls that are terminated by the customer before reaching a service agent or a desired outcome. It is a key performance indicator for assessing the efficiency and effectiveness of call center operations.

A high tagasipöördumismäär can indicate several potential issues. It might suggest long wait times, making customers unwilling to wait for assistance. It could also point to a poorly designed interactive voice response (IVR) system that confuses or frustrates callers, leading them to hang up. Furthermore, if customers are unable to find the information they need through self-service options or are repeatedly transferred, they may abandon the call.

Conversely, a low tagasipöördumismäär generally signifies a positive customer experience. It implies that customers are able to connect with an agent promptly or resolve their issues efficiently through self-service. Strategies to reduce tagasipöördumismäär often involve optimizing call routing, improving IVR navigation, enhancing agent training, and expanding self-service capabilities. Analyzing the reasons for call abandonment, often through call recording reviews and customer surveys, is crucial for identifying specific areas for improvement.