On a busy day when communication matters most, the last place you want to find your customers is on the island of lost calls. It’s a known fact that excessive wait times and abandoned calls lead to frustrated customers. And the last thing businesses wants is to lose another caller due to customer dissatisfaction.
According to Deloitte, 96% of businesses expect growth within their contact centers in the next two years. As businesses grow, the number of callers increase but the number of staff members remains more or less the same. This increase in number of received calls leads to increased hold times which in turn results in greater call abandoned rates. Also, organizations lack visibility into calls lost due to limited number of phone lines and queues. This has a damaging effect on customer retention and life time value of the business.
A proven way to avoid having your callers on the island of lost calls is to adopt Evolve IP’s Queue Callback solution. This unique call center feature allows customers to choose the option to receive a call back from the call center agent instead of waiting on hold.
For example, one of our customer, Ameriflex, was faced with the challenge of increased call abandonment rate and wait times. With Evolve IP’s Queue Callback solution, they were able to:
- Reduce abandoned calls by 15%
- Reduce wait time by one minute
Also, it is interesting to note that 45% of callers chose call back as opposed to waiting on hold.
With the rapid advancement in technology, customers are constantly demanding for a better and a more improved customer experience. It is important to remember that your customer’s satisfaction hinges on every interaction they have with your call center agents. Organizations that focus on a formal quality management program and dedicate themselves to improving the customer experience will differentiate themselves in the market place and most importantly help them achieve successful call center results.Contact Center General