The bar for customer service has never been higher. In fact, today’s consumers are so demanding that 76% of them say just ONE unpleasant contact center experience is enough to make them take their business elsewhere. If you ask customers what can ruin the call center experience for them, “waiting on hold” is consistently at the top of the list.
The truth is businesses lose customers every day due to hold time. So what are great contact centers doing? The answer is simple: They’re deploying a call-back solution. However, like any purchase, downsides may exist. If you’re exploring the idea of adding call-backs, here are some common pitfalls you can avoid. Continue reading