If you’re not familiar with virtual queuing, it’s the smart way to interact with your customers. Allow them to schedule a call-back – rather than wait on hold – when hold-times are too long. Whether you call it “virtual hold”, “virtual queuing”, or just “call-back software”, it means one thing: customer experience. Not expecting that response? Let me explain….
Why the customer experience is so important!
Not only do customers HATE waiting on hold (look no further than onholdwith.com for proof), when they can’t reach you, they’ll go elsewhere. A study from YouGov shows that 76% of respondents said, “just one unpleasant contact center experience was likely to make them take their business elsewhere”. In fact, according to callcenterhelper.com, 6/10 customers have ditched a company because its telephone customer service has been so bad.
The customer is the center of any business. We refer to their desires and needs when making a decision, adapting product or services, or changing a pricing policy. Neglecting this interaction could cost you a lot of money, but if you manage to improve the quality of your products / services you can expect more and more happier customers. This is the golden rule in any business. Useless service will not sell, no matter what efforts you make to promote it. Approaching a quality and honesty-oriented policy is the key towards success.
When it comes to reducing hold-time in the call-center, there are a number of terms that overlap each other, which can be confusing. Let’s try to clear things up.
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