What Is Contact Centre Spin?

"Contact centre spin is the percentage of abandoned callers who will recontact you."

Contact centre spin is the percentage of abandoned callers who will recontact you.

Many contact centres will calculate how a variance in abandon rate will impact spin to reduce volatility in future forecasts.

This can be difficult, though, because there is no one-size-fits-all answer, as spin will change drastically from business to business and contact reason to contact reason.

Of course, the obvious answer is to plan so that spin doesn’t happen in the first place, but no matter how well you plan, sometimes service level will vary, causing abandon rates and spin to change too. Spin can therefore be an important consideration.

So let’s take a look at how some contact centres are calculating spin.

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Date Published: 24/08/20