Every call center faces the problem of unpredictable spikes in call volume. Sometimes the causes are understood, even anticipated. However, in many cases these peak periods come as a shock to the system. The reality is that voice remains the most preferred channel for customers, but its popularity comes at a price: long hold times.
Unfortunately, the effect of this on the customer experience is significant: 60% of customers will abandon a call after just one minute of waiting on hold. If you want to improve customer loyalty and keep your CSAT scores healthy, you’ll need to make sure you have the right safety nets in place. Continue reading