Shrinkage
Typically, in the contact center, shrinkage is defined as when a customer attempts to reach a company via any communication channel (phone, online chat, social media), and no one answers. Often times it is best practice to allow the call to be answered by a sales team member who is responsible for selling products that are related to the reason for the communication. This ensures that sales teams aren’t wasting time trying to sell products or services that are not pertinent to the reason customer is calling.
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