HSBC · June 2014
Getting the queue back under control.
A focused inbound telesales improvement project addressing high call abandonment.
Assistant Manager, Dialer and Telemarketing Operations
The challenge
The inbound telesales queue recorded an average abandonment rate of 48%, creating a clear service-delivery problem.
Actions
- Undertook a targeted abandonment-reduction project for the inbound telesales queue.
- Worked within the dialer and telemarketing operations function to improve queue performance.
- Tracked the average monthly abandonment rate as the outcome measure.
The recorded result
The CV reports that average monthly abandonment fell from 48% to 4%, a reduction of 44 percentage points. The source records the project outcome without a detailed implementation breakdown.
Relevance
Shows a direct focus on service accessibility and measurable improvement in day-to-day operations.
Source context
Lenin Diaz career record, 2024 CV, Abandon Rate Reduction project. The 44 percentage-point change is calculated from the reported 48% and 4% rates.