Customers nowadays fear the dreaded hold mantra of “Thank you for holding, your call is important to us, please continue to hold…”
Virtual hold technology has resolved this dreaded game of cat and mouse. Also commonly referred to as call-back technology, this tool frees customers from having to wait on hold by allowing them to request a call from a live agent at a later time.
What is virtual hold?
Instead of waiting on hold indefinitely, virtual hold technology keeps the caller’s place in queue so they can hang up and go about their day. When their turn arrives, a call-back is initiated connecting the caller with a customer service agent.
The benefits of virtual hold.
Smooths high volume spikes.
Virtual hold technology helps to streamline your call center operations by offering customers a call-back through your traditional IVR or letting the customer schedule a call at their preferred time through Web Call-Backs (formerly Visual IVR).
Eliminates hold times, lowering call abandonment rates.
Customers left waiting on hold are more likely to end the call before getting through to an agent. After requesting a call-back and moving to a virtual queue, the caller is no longer tied to their phone and is free to complete other tasks while they’re still in the queue. This results in lowered abandonment rates – plus, it reduces overwhelm for your agents.
Better customer experience (CX).
If you’ve ever stood in line at the DMV, or in the grocery store behind someone with a large order, you know how frustrating waiting can be. When you’re on hold with a call center, it can be more frustrating because you have no idea what size the queue ahead of you is.
When you eliminate the need for hold time and give customers control of their experience, you can help ensure that they are happier with the quality of the actual service. This customer satisfaction will create the foundation for brand loyalty.
Meet service levels & KPI goals.
Your Average Speed to Answer (ASA) is not the only metric that benefits from virtual hold technology. Many other call center metrics are also impacted positively.
Average Handle Time (AHT) is decreased when your agent is connected with all of the customers account information and reason for their call, letting your agents and customers get right to the issue at hand.
First Call Resolution (FCR) is also increased when the caller is connected to the right department the first time through intelligent call-back routing systems.
Real-time call-back data dashboard.
No more guessing at the number of customers waiting in queue, or being overwhelmed with a plethora of call data. When setting up virtual hold technology, you’ll have quick and easy access to data such as the number of callers in the queue (both on hold and call-backs requested), live call abandonment rates, and data about each of your call center agents and their availability and call status.