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 call-back solution.
The basic idea of call-backs (aka “virtual queuing”) has been part of the call center world for decades. But it’s becoming more popular because A) Consumers are less patient and more demanding (See onholdwith.com for proof); and B ) Adding call-backs no longer requires expensive, equipment-based solutions, but instead can be easily added via a cloud-based service (like Fonolo) that works on top of legacy call center platforms.
However, like any technology project, there are pitfalls to avoid. If you’re exploring the idea of adding call-backs, here are some do’s and don’ts to help you. Continue reading