We all know how demanding today’s consumers are. Nowhere is their patience shorter than when dealing with your call center. If you’re leaving callers on hold for more than a few minutes, you’re asking for trouble. Your agents will hear the complaints (which extends handle times) and your social media timeline will show angry tweets. (Have you looked up your company on OnHoldWith.com? You might be unpleasantly surprised.)
Not many problems in the call center have an easy fix. Luckily, this one does: Replace hold time with a call-back. Even better news: It’s easier than ever to add this capability to your call center with cloud-based offerings like Fonolo.
Whichever approach you take to adding call-backs, you can greatly increase your odds of success by learning the 3 secrets in today’s post. Continue reading