Today’s demanding consumers have high expectations when it comes to the call center experience. A surefire way to fall out of favor with a customer is to leave them on hold for more than a few minutes. (For proof, head over to onholdwith.com and check out the feed of complaint-tweets.)
The solution to hold-time is to offer a call-back as an alternative. Virtual queuing means that each caller’s place in line is held and the caller is free to enjoy their day while waiting. Call-backs can also be offered on a scheduled basis, where callers can choose a time slot in the future. (We covered the surprising power of scheduled call-backs in this post.)
At Fonolo, we’ve been preaching about the benefits of call-backs for many years, and survey data shows that the industry is responding as the percentage of call centers offering this option continues to grow. Our goal is to see every call center offer call-backs, so that no one has to wait on hold ever again.