If you work in a call center, you know what a challenging environment it really is. Managers are constantly being asked to do “more with less”, while facing increasing call volumes. Meanwhile, there’s tremendous pressure on agents to meet and exceed target metrics – in an extremely high-stress environment. These factors often contribute to an understaffed and overworked call center, which results in long hold times, high call abandonment rates, and a poor customer experience.
In an environment like this, it’s hard to make the case to spend additional dollars to improve efficiency or, for that matter, morale. But as a call center employee, you can make a very powerful case to your boss that offering a call-back option (and thus eliminating hold time) can do just that. So here’s how to convince your boss that your call center needs call-backs. Continue reading