The following are contact centre trends that your competitors have set into motion. Catch up or risk falling behind:
Real-Time Queue and Agent Statistics
Keeping your customers on hold too long is an easy way to lose their business. According to a Harris Poll report, 81 percent of consumers agree that it’s frustrating to be left waiting on the phone for customer service. Virtual queuing is a simple solution. The contact centre software allows supervisors to monitor the queue status to keep track of the number of answered and unanswered calls, including the average wait times. This will enable supervisors to monitor the call flow and anticipate peak call times so he or she can staff accordingly.
Call Back Technology
This feature allows callers to hang up but retain their position in the queue. When an agent becomes available, that agent will be put through to the caller automatically. Customers kept waiting on hold may hang up in frustration. In contrast, a customer waiting in a virtual queue for a return call can’t hang up, thus helping to reduce abandonment rates.
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