Contact Center Solutions Featured Article

Long Hold Times Sabotage the Customer Interaction Before it Begins

February 11, 2013

What is most customers’ number-one complaint when it comes to doing business with call centers? While interactive voice response (IVR) technology is one of the things customers most love to hate, another black mark for most customer support organizations is excessive hold times.

The hold function is hard to avoid. Even with the best possible forecast, there will be times that inbound calls spike beyond the call center’s control. Trimmed budgets and hiring freezes haven’t helped, and call centers are wary of overstaffing and wasting money with too many agents spending too much time idling.

But there’s no way around it: long hold times kill customer relationships. (A recent Gizmodo article stated that the average person will spend 43 days of their life on hold.) Most callers will start to rate their level of satisfaction at the beginning of the interaction, regardless of the channel – phone, Web or mobile app – wrote callback solutions provider Fonolo (News - Alert) in a recent blog post.

Fonolo’s blogger Daniela wonders, “How long are your customers waiting in queue before their questions are addressed? Fact is, the longer they wait, the lower their tolerance level gets – the more frustrated they become.”

This sets the tone for the rest of the call: even before you begin to take care of the customer’s issue or problem, he or she is already angry.

For this reason, many call centers have boosted customer relationships and found a way to even out call traffic with the implementation of callback solutions. Customers like to be in control of their interactions with companies, and being offered an alternative to long hold times will score high marks with them.

With the implementation of a callback solution that allows customers to pick a time convenient for them to receive a return call, two things have been accomplished: the call center has attained better control over the rate and volume of call traffic, and the customer avoids long wait times and feels in better control of the customer relationship – a win for everyone.




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence Lync Integration

The Contact Center Solutions Community continues to grow in terms of both jobs and the reach of community interests as this week's news highlights. [ Read More ]
10/25/2014

Case Study: A Web-based Forecasting Solution for Sizeable Contact Centers

Technological advances over the past decade have led to an explosion of data. Companies across all industries are working hard to learn how to harness this data to improve their business operations and run more efficiently. This is the same story for the contact center solutions community - using data effectively can help with workload management and staffing optimization. The case study below demonstrates how two companies, Fourworkx and Shinetech Software, worked together to move workforce man… [ Read More ]
10/24/2014

Westpac Relies on Teradata Insights to Enhance Customer Experience

Australian bank Westpac selects Teradata solutions to get better insights for improving customer experience. [ Read More ]
10/24/2014

No Missing Links with Interactive Intelligence Lync Integration

There can be little denying that the Holy Grail for enhancing customer experiences is to absolutely ensure that the right people have the right tools at the right time to efficiently and effectively respond to customers in real-time. This is the reason so much attention and investment by vendors and their customers alike is being placed on omni-channel capabilities. [ Read More ]
10/24/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!