Options C and D are not directly related to addressing call abandonment rates:
C. Setting up Email-to-Case is about managing email inquiries as cases and may not directly impact call abandonment rates.
D. Adding additional agents may help with average hold time but doesn't directly address call abandonment rates. Call abandonment typically occurs when callers hang up before reaching an agent, and the reasons for this can be related to IVR complexity or routing issues.
To me you are right, but this tricky question seems correlated to this SF article: https://www.salesforce.com/in/hub/service/measure-call-center-performance/ where ti reads:
- "If you have a high call abandonment rate, it could mean you need to simplify your interactive voice response (IVR) tree or reduce your average holding time." >> option A
- "If a customer has to hold for too long, they may get frustrated and hang up, which increases your call abandonment rate. If your average hold time is low or nonexistent, however, it could mean you have too many agents working at the same time." >> option D
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