A live human conversation is a powerful thing. Despite all the innovation in the world of customer service, studies keep showing us that there is an enduring appeal to phone calls. That’s not to say we should be complacent about how we deliver that phone call experience. Call centers should strive to remove as much friction as possible from the process of connecting callers with agents. That’s where call-backs come in. The simple act of replacing hold time with a call-back could be the missing piece in boosting your call center’s performance.
We’re excited to share with you our most recent success story featuring The General Automobile Insurance Services!
Consumers today are more demanding than ever, especially when it comes to the call center experience. If you leave callers on hold, they will complain to your agents (leading to longer handle times) and they will vent on social media.
As with any relationship, there are always ups and downs; 
Every quarter we head on over to 
Picture it: Your customer service is being inundated with calls, emails, and messages through every channel – perhaps you’re facing a product recall or a Black Friday sale, or it’s just one of “those” days – how do you effectively prepare for times like these? To successfully dodge any customer experience disaster it’s important to be proactive and have preventative measures in place. When you have a reliable back-up plan, preventing disaster can be accomplished in 5 minutes or less.
Newsflash: Only 
Is your call center still forcing callers to wait on hold? If so, you are missing out on a great opportunity to increase customer satisfaction and reduce call center costs: Deploying a 
When callers are waiting on hold they’ll typically hear a range of messages from the contact center’s IVR. Some centers tell callers an estimated wait time, others will announce how many people are in line in front of the caller, but most call centers tell callers nothing other than, “your call is important to us”. (A phrase callers have learned to loathe.) To get a sense of how much anger consumers feel towards hold time, just check out 
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