Webinar: How to Boost Customer Satisfaction in Your Contact Center

Call Center

Replace hold-time with a call-back!

Waiting on hold is a top complaint with the call center experience. If your company’s average speed to answer (ASA) exceeds 30 seconds – even occasionally – then you’re at risk of damaging customer satisfaction.

Fortunately, there’s a straightforward solution to this problem: When hold times are too long, give callers the option to “press 1 to get a call-back from the next agent”.

Your customers will appreciate you for giving them back what they value most – their time. According to Forrester,

The option to hold their place in queue and go on to do something else is highly appealing, with 75% stating a preference for it.

Need more incentive?

Recent research has found that adding a call-back option can reduce abandonment rates by 32%. Whether your call center is focused on service or sales, fewer abandoned calls translates into a healthier bottom line.

 

Fonolo Resource cover image

The Contact Center Playbook for Improving Customer Satisfaction

In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction.

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The Contact Center Playbook for Improving Customer Satisfaction

Customer Satisfaction Playbook
Download Now
Fonolo Resource cover image

The Contact Center Playbook for Improving Customer Satisfaction

Download Now

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