How Call-Backs Improve The Call Center Experience
June 21, 2013
Consumers want and need an exceptional service experience when phoning a call center. However, the reality is that they prepare themselves for the inevitable – long hold times, repeating information to agents, and dealing with horrific IVR’s.
Even in this multi-channel era, the phone channel cannot be ignored. Voice is still the most widely used service channel, with a 73% utilization rate. This percentage has not changed in the last 3 years. So the question remains on how call centers can improve the customer experience by eliminating these top complaints.
As a customer service provider, if you’re not making rapid changes to deliver the best experience, you’ll quickly get stomped by the competition.
The facts don’t lie! 75% of customers think the option of a call-back is “highly appealing”. 32% of contact centers experienced fewer abandoned calls after call-backs were added.
Ultimately, adding call-back technology results in happier customers, less abandonment, lower telecom costs and shorter handle times.
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