How to Improve Call Answer Rate for Inbound Calls

A high Call Answer Rate in inbound call centers indicates that the agents are able to efficiently handle the inbound call volume – while customers don’t have to wait in long call queues before being connected to a live agent.

On the other side, a low Call Answer Rate means more abandoned calls, frustrated customers, and poor customer experience.

There are several strategies to improve CAR for inbound calls:

• Intelligent call routing: By implementing a smart call routing strategy through an Interactive Voice Response (IVR) system and call queues, inbound call centers can shorten wait times for callers, reduce Call Abandonment Rates, and improve Call Answer Rates.

• Optimized call center staffing: An inbound call center must be properly staffed, with an adequate number of agents available to answer customer calls and handle high call volumes, particularly during peak hour traffic.

• Self-service options: When customers are empowered with self-service tools such as chatbots, knowledge base, and FAQs – they can locate the necessary information on their own without having to reach out to support reps, which means fewer inbound calls to handle by agents.