Call Avoidance: How to Address it?

Call avoidance is a growing concern in contact centers, where agents may intentionally or unintentionally avoid taking customer calls. This behavior can severely impact the efficiency of a contact center and erode customer satisfaction, leading to potential long-term consequences. Understanding and addressing call avoidance is crucial for maintaining high levels of service quality.

The purpose of this blog is to guide you through the intricacies of call avoidance—what it is, how to spot it, and most importantly, how to prevent it. By the end of this post, you’ll have actionable strategies to ensure that your contact center operates smoothly, with engaged agents and satisfied customers.

What is Call Avoidance?

Call avoidance, also known as interaction avoidance, refers to the behaviors or tactics employed by contact center agents to avoid answering calls or handling customer interactions. This behavior can stem from various reasons, including the fear of handling difficult customers, overwhelming call volumes, or simple exhaustion.

Agents might engage in call avoidance for several reasons. Some may fear customer complaints, while others might feel overwhelmed by high call volumes, leading to burnout. In some cases, agents might be dealing with personal issues that distract them from their work, prompting them to avoid taking calls altogether.

Call avoidance can manifest in several ways. For example, an agent might keep customers on hold for longer than necessary, take excessive breaks, or intentionally log off from the system during peak hours. These behaviors not only disrupt the workflow but also negatively impact the overall performance of the contact center.

Why is Call Avoidance Bad?

Call avoidance can have serious repercussions on the overall functioning of a contact center. One of the most immediate impacts is reduced efficiency. When agents avoid calls, the overall volume of handled interactions decreases, leading to longer wait times for customers and reduced productivity.

Another significant consequence is lower customer satisfaction. Customers who experience long hold times or abrupt call terminations are likely to become frustrated and dissatisfied with the service. This dissatisfaction can lead to negative reviews, loss of business, and damage to the brand’s reputation.

Call avoidance can also be a sign of deeper issues within the contact center, such as employee dissatisfaction or high turnover rates. When agents are unhappy or disengaged, they are more likely to engage in avoidance behaviors, further exacerbating the problem.

In summary, call avoidance can harm the efficiency, customer satisfaction, and overall morale of a contact center. It’s crucial to address this issue promptly to maintain a healthy and productive work environment.

Call Avoidance Examples

Understanding specific behaviors associated with call avoidance can help in identifying and correcting the issue. Here are some common examples:

Logging into the system as “not ready”: Agents might log into the contact center system but set their status to “not ready,” indicating they are unavailable to take calls, even when they are.
Taking excessive breaks during peak hours: Some agents might take longer or more frequent breaks than necessary, especially during peak hours, to avoid the pressure of handling a high volume of calls.
Claiming IT issues to avoid logging in: In some cases, agents may falsely claim technical difficulties to avoid logging into the system or handling calls.
Keeping customers on hold excessively: Agents might place customers on hold for longer than necessary, hoping the customer will hang up or be transferred to another agent.
Prematurely ending calls or transferring calls without assisting: Some agents may end calls abruptly or transfer calls without making any effort to resolve the customer’s issue, passing the responsibility to another agent.

These behaviors not only reflect poor work ethics but also contribute to inefficiencies and customer dissatisfaction in the contact center.

How to Spot Call Avoidance

Detecting call avoidance requires a keen eye and careful monitoring of specific key performance indicators (KPIs). Here are some steps to help spot call avoidance:

Average handle time: Monitor the average duration agents spend on each call. A sudden decrease could indicate that agents are cutting calls short.
Average hold time: Keep an eye on how long customers are placed on hold. Excessive hold times may be a sign of avoidance tactics.
Call transfer rate: High transfer rates may indicate that agents are passing off calls rather than handling them.
Average queue wait time: Long wait times could signal that fewer agents are handling calls, possibly due to avoidance behaviors.
Average after-call work time: Extended after-call work time might be used by agents as a way to avoid taking new calls.

To confirm suspicions of call avoidance, it’s essential to cross-reference employee behavior with KPI data. By doing so, you can identify patterns and address issues promptly.

What Causes Call Avoidance?

Understanding the root causes of call avoidance is the first step in addressing it effectively. Some common causes include:

Anxiety and frustration from customer complaints: Handling angry or dissatisfied customers can be stressful, leading some agents to avoid such interactions altogether.
Burnout and fatigue: Long hours and high call volumes can lead to burnout, causing agents to engage in avoidance behaviors to cope with exhaustion.
Workplace personality conflicts: Conflicts with colleagues or supervisors can contribute to a negative work environment, prompting agents to avoid calls as a form of passive resistance.
Job dissatisfaction and personal distractions: Disengaged or unhappy employees are more likely to avoid work, especially when dealing with personal issues that distract them from their duties.

Addressing these underlying causes is crucial for reducing call avoidance. By understanding the reasons behind the behavior, you can implement targeted strategies to improve the work environment and support your agents.

How to Handle Call Avoidance When It Happens

When call avoidance is detected, it’s essential to address it promptly and fairly. Here is a three-step procedure to manage call avoidance incidents:

Monitoring call interaction KPIs: Continuously track KPIs to identify potential avoidance behaviors. This will help you spot issues before they escalate.
Analyzing avoidance behavior patterns: Once potential issues are identified, analyze the data to determine if there is a pattern of avoidance. Look for trends in specific agents or during particular times of the day.
Discussing incidents with agents and implementing action plans: After identifying the problem, hold one-on-one discussions with the agents involved. Understand their perspective, and work together to develop an action plan to address the behavior.

Applying these steps ensures that incidents of call avoidance are handled fairly and effectively. It’s essential to maintain open communication with your agents and provide the support they need to improve their performance.

How to Prevent Call Avoidance

Preventing call avoidance requires proactive measures to create a supportive and efficient work environment. Here are some strategies to help reduce the occurrence of call avoidance:

Developing a call avoidance policy with clear standards and consequences: Establish a clear policy that outlines what constitutes call avoidance and the consequences for engaging in such behavior. This will set expectations and discourage avoidance.
Setting specific performance goals for detecting call avoidance behaviors: Define measurable goals for monitoring and reducing call avoidance. These goals should be tied to KPIs and regularly reviewed.
Automating call center routing to reduce manual workloads and burnout: Implement automation tools that distribute calls more evenly and reduce the manual workload on agents. This can help alleviate burnout and reduce the temptation to avoid calls.
Supporting omnichannel communication to distribute customer interactions across various channels: Encourage the use of multiple communication channels (e.g., chat, email, social media) to reduce the pressure on phone lines. This can help balance workloads and prevent avoidance.

By implementing these strategies, you can create a work environment that minimizes the likelihood of call avoidance, ensuring that your contact center operates efficiently and effectively.

The Role of Technology in Managing Call Avoidance

Technology plays a critical role in detecting and managing call avoidance. Advanced contact center software can monitor agent performance in real-time, providing valuable insights into potential avoidance behaviors.

Real-time analytics: Modern contact center platforms offer real-time analytics, allowing managers to monitor KPIs such as average handle time and call transfer rates instantly. This data can be used to spot trends and address issues quickly.
Automated alerts: Set up automated alerts within your contact center software to notify supervisors when certain thresholds are crossed, such as unusually long hold times or frequent call transfers. These alerts can help in taking immediate action.
Call recording and monitoring: Recording calls and reviewing them can provide concrete evidence of call avoidance. It also serves as a valuable training tool to show agents how they can improve their interactions with customers.
AI and machine learning: AI-driven tools can predict and identify patterns of call avoidance by analyzing large datasets. These tools can offer insights into potential risks and suggest corrective actions, helping managers proactively address the issue.

By leveraging technology, contact centers can better manage call avoidance, ensuring a more efficient and customer-friendly environment.

Training and Development to Combat Call Avoidance

Training and development are essential in preventing call avoidance. Properly trained agents are more confident, motivated, and less likely to engage in avoidance behaviors.

Customer service training: Provide comprehensive training on how to handle difficult customers and resolve complaints effectively. When agents feel equipped to manage challenging interactions, they are less likely to avoid them.
Stress management workshops: Regular workshops on stress management can help agents cope with the pressures of a busy contact center. Techniques such as mindfulness, time management, and relaxation exercises can reduce burnout and improve agent well-being.
Continuous learning opportunities: Offer opportunities for agents to continue their professional development. Whether through online courses, certifications, or in-house training, continuous learning keeps agents engaged and motivated.
Mentorship programs: Pair less experienced agents with seasoned mentors who can offer guidance and support. Mentorship programs foster a positive work environment and help new agents build the confidence needed to handle customer interactions effectively.

Investing in training and development is crucial in creating a skilled and confident workforce that is less prone to call avoidance.

Encouraging a Positive Work Culture to Reduce Call Avoidance

A positive work culture is instrumental in reducing call avoidance. When agents feel valued, supported, and engaged, they are less likely to avoid their responsibilities.

Recognition and rewards programs: Implement programs that recognize and reward agents for their hard work and dedication. Regularly acknowledging achievements boosts morale and encourages agents to perform their best.
Open communication channels: Foster an environment where agents feel comfortable sharing their concerns and suggestions. Open communication helps address issues before they escalate into avoidance behaviors.
Team-building activities: Regular team-building activities can strengthen relationships among agents and reduce workplace conflicts. A cohesive team is more likely to support each other, reducing stress and the likelihood of avoidance.
Flexible work arrangements: Consider offering flexible work arrangements, such as remote work options or adjustable schedules. Flexibility can help agents manage personal responsibilities better, reducing stress and the temptation to avoid work.

Promoting a positive work culture is key to preventing call avoidance and maintaining a productive contact center.

Measuring the Impact of Call Avoidance Prevention Strategies

To ensure the effectiveness of your call avoidance prevention strategies, it’s important to measure their impact regularly. This section outlines how to track and analyze the success of your efforts.

KPIs monitoring: Continuously monitor key performance indicators such as average handle time, hold time, and transfer rates. Look for improvements in these metrics as a sign that your strategies are working.
Employee feedback: Regularly gather feedback from your agents to understand how they perceive the changes. Surveys, one-on-one meetings, and focus groups can provide valuable insights into the effectiveness of your strategies.
Customer satisfaction scores: Track customer satisfaction scores (CSAT) and Net Promoter Scores (NPS) to gauge the impact of reduced avoidance on customer experiences. Higher scores may indicate that customers are receiving better service as a result of your efforts.
Turnover rates: Monitor employee turnover rates to see if there is a reduction after implementing call avoidance prevention strategies. Lower turnover suggests a happier and more engaged workforce.

By measuring the impact of your strategies, you can make data-driven decisions to refine and improve your approach to preventing call avoidance.

The Future of Call Avoidance Management

As contact centers continue to evolve, so do the methods for managing call avoidance. This section explores future trends and innovations that could shape how contact centers address avoidance.

AI and predictive analytics: The use of AI and predictive analytics will likely become more prevalent, allowing for real-time identification and correction of call avoidance behaviors.
Behavioral analytics: Advanced behavioral analytics tools will enable contact centers to understand the root causes of avoidance and address them proactively, even before they manifest in performance metrics.
Enhanced training programs: Future training programs may incorporate virtual reality (VR) and augmented reality (AR) to provide immersive and interactive learning experiences. These technologies can help agents better prepare for real-life scenarios, reducing the likelihood of avoidance.
Focus on mental health: As awareness of mental health continues to grow, contact centers will likely place greater emphasis on supporting their agents’ well-being. This could include more robust mental health programs and resources, aimed at preventing burnout and call avoidance.

The future of call avoidance management lies in the integration of technology, advanced analytics, and a stronger focus on agent well-being.

Conclusion

Call avoidance is a significant challenge that can disrupt the efficiency and customer satisfaction of contact centers. By understanding, identifying, and addressing avoidance, contact center managers can maintain high levels of performance and keep their customers happy.

The strategies discussed in this blog provide a comprehensive approach to tackling call avoidance. Implementing these measures will help you create a more productive and positive work environment, where agents feel supported and customers receive the high-quality service they expect.