There are many ways to make a customer hate your company. Often putting them on hold when they make a call is one of those ways. Waiting times not only annoy your customers (potential or existing) but are a major factor in discouraging them from doing business with you. Have you heard about the Call Back? How about finding out more about this solution?
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Most people, especially those who have not yet completed a transaction with you, tend to drop the call when they have to wait longer than 3 minutes. For them, there are many options available, and these people would rather start the business process again than wait for their agents to call back.
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3 Benefits of Call Back for your Call Center
Waiting times, while still unavoidable in some extreme cases, can most of the time be avoided. The simple solution is a Call Back your company to the customer. Talk to them, ask them what they want and see if it's something that will take time, ask them to call you back (Call Back) in a way that is suitable for your company and your customer.
The following are the 3 main benefits that the Call Back brings to your call centers:
1. No lead loss / customer retention
Customers who could have become paying customers tend to walk away from your company if they are put on hold. When configuring a Call Back with them, call centers can ensure there is no harm done to the business.
When a customer calls, talk to them, get all the information you need to help them, tell them all the things they want to know and if something comes up that will take a while, ask them to wait for a call, ie offer a Call Back.
This makes the whole process much simpler and helps give the customer a much better experience. Make sure you are ready to call them back at the time agreed with the customer.
2. Cost reduction
Putting a customer on hold is bad not only for their temper but also for the company's coffers. Hold times mean that both the calling line and the call agent are busy. Since most voice lines are billed by the minute, keeping a caller on hold ends up costing your business a lot.
O Call Back reduces the need to keep lines open, thus eliminating the cost associated with waiting times.
3. Shorter waiting times
The time of a call is greatly increased due to waiting times. Some customer issues are so complex that they can take a long time to resolve. This puts the agent and the customer on one long call. Other people who may be calling your company are also unable to connect because the agents are busy.
O Call Back ensures that the time of a call is kept to a minimum. Agents can quickly learn about the problem the customer is facing and set the wheels in motion to solve it. While the issue is being resolved in the background, the agent can deal with other customers.