The best way for a call center to stand out from the competition is by providing an excellent customer experience – we all know this, right? And yet, if you ask consumers what can ruin the call center experience for them, hold time is consistently at the top of the list.
It’s hard to deliver a great experience to callers after they’ve been put on hold. Most will lose patience quickly, resulting in either an angry caller or – worse – an abandoned call. Either way, the result is a poor customer experience, something no company can afford to take lightly. Continue reading