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

Thomas Cook Moves Workforce Management to the Cloud with NICE WFM Solution

Leisure travel group operator Thomas Cook has completed a significant migration to the cloud. The company has moved its on-premise NICE Workforce Management (WFM) solution to the cloud in the hopes of becoming more competitive and responsive to customers while also reducing ownership costs. [ Read More ]
04/27/2015

Interactive Intelligence Launches PureCloud Services in Australia and New Zealand

The rolling thunder of Interactive Intelligence enhancement and globalization of its PureCloud Amazon Web Services (AWS)-based, multitenant enterprise-grade collaboration, communications and customer engagement software and cloud services solutions continues to pick up speed. [ Read More ]
04/27/2015

Altocloud Jumps in the Smyths Toys Toybox to Bolster E-Commerce Presence

Those not immediately familiar with Smyths Toys can be forgiven, particularly if they don't live in the U.K or in Ireland, where Smyths Toys has at last report 80 stores to its credit. But Smyths Toys might well be easier find thanks to a new connection with Altocloud, which will bolster Smyths Toys' online presence and make e-commerce that much easier to carry out. [ Read More ]
04/22/2015

US Contact Center Jobs Continued to Increase in the First Quarter of 2015

The number of new U.S. contact center jobs was on the rise in the first quarter of this year, according to a jobs4america report. [ Read More ]
04/21/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!