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.
In this one hour webinar you’ll learn about Fonolo’s In-Call Rescue solution. You’ll also hear about some recent success stories from deployments with GoodLife Fitness and 1st United Services Credit Union, among others.
We talk about:
- How to eliminate hold time
- An easy way to create happier customers
- How to reduce cost-per-call
- Plus so much more!
Who should watch:
- VP’s & Directors of Customer Service
- VP’s & Directors of Contact Centers
- VP’s & Directors of Web/Social Media