Calling a customer care is deemed a little old-fashioned and yet according to a study by Google, 61% of mobile users call a business when they’re in the purchase phase of the buying cycle. People love talking to fellow human being while making important purchasing decisions and turn to them when in problems. This is the reason calling customer support is still a popular choice as a customer communication channel.
However, there are a few glitches that tick people off the phone. The major issue with phone calls is being on hold for a lot time. Studies indicate that Americans spent 13 hours a year on hold.
If being fo-rev-er on hold is irritating, that is nothing compared to what happens during hold time. Here’s a few example-
These are the reasons people hate staying on hold or calling customer support. But if you come to think of it, on-hold time can be put to use to inform, educate or even engage your customers.
There are a few ways you can make use of hold time to provide a better customer experience.
Don’t waste the valuable time you have with callers by playing a boring old “your call is important to us” message. Use that time to benefit both the business and the customer. After all, 88% of callers prefer messages on-hold to other hold options. And it provides your company with the opportunity to educate and even upsell on-hold callers. It can also be used as a tool to deliver a positive customer experience.
Publish Date: September 4, 2018 5:00 AM
|1.)||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
CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.
This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511
NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
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