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FCR Solutions Spotlight – Innovations to Eliminate Annoying Hold Music - FCR - ContactCenterWorld.com Blog

FCR Solutions Spotlight – Innovations to Eliminate Annoying Hold Music

While the telephone has certainly lost some of its market share to other support channels like email, chat, social, text, and others, it still has a place in the customer support experience. Maybe not for all companies and contact types but there are still situations where the ability to speak with someone is the best way to go. Faced with the prospect of long wait times and annoying hold music, many customers (including me) avoid the phone at all costs and only call support as a last resort.

The good news is that there are a couple ways to improve the wait experience for your customers and, dare I say, make calling customer service great again.

Queue Callback

Have you ever called customer service and had the option to press a button to receive a call back? This is called Queue Callback. In this case, the caller is presented with an option while they’re waiting in queue to receive a call back. You can present the option immediately upon entering the queue or after they’ve been waiting for X number of minutes. The phone system verifies the customer’s caller ID and gives them an option to enter a different number. They confirm and hang up without losing their place in line.

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From the contact center side, it just looks like a normal call, preventing potential abandoned calls, and makes it easy to get an accurate picture of call volume to staff the queue accordingly. Once an agent answers the call, they know it’s a callback and at that point the system automatically calls the customer back — typically after just a few minutes.

Callback Widget

Another great feature is a widget that’s placed on a company website, mobile app, or the variety of text-based support channels that allow customers to request a call back from support. The customer simply enters their phone number and possibly selects the department they want to reach and the widget calls customer service, navigating its way through the IVR. I know we’re spending a lot of time speaking negatively about wait times but IVRs aren’t any more popular.

When the call is connected to the contact center, the agent hears a whisper to indicate that it’s a callback and then the widget calls the customer back. It’s a fairly seamless experience and allows the customer to go about their business until the next agent comes available. One of my favorite aspects of this feature is that it removes the choice and responsibility out of calling the customer back. If they request a call back, they’re going to receive one and it’s one less thing for the folks in the contact center to to manage.

Where can I get these marvelous features?

I’m so glad you asked! The great news is that you have a variety of options to choose from. If you use a cloud-based phone system like Five9, Talkdesk, Zendesk Talk, InContact, Bright Pattern, or others, I recommend starting there. There’s a good shot that your phone system has a callback feature built in and you can take advantage of it for no extra charge.

If you have a phone system that doesn’t include callback or want expanded functionality, take a look at both Fonolo and Virtual Hold Technology.

Whether your average wait time is twenty seconds or twenty minutes, you’re bound to have spikes. Also consider that in our want-it-now culture, even a few minutes of waiting can aggravate customers leading to abandonment and churn. Improving the wait experience by adding a callback feature can reduce the physical and emotional energy your customers put forth to get support, and last time I checked, minimizing customer effort is a really good thing.

Source: http://www.gofcr.com/innovations-eliminate-annoying-hold-music/

Publish Date: January 22, 2018 5:00 AM


2020 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

7.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

8.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



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