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Do Not Hang Up! How to Improve the Call Waiting Experience - The Connection - ContactCenterWorld.com Blog

Do Not Hang Up! How to Improve the Call Waiting Experience

Customer on hold. It is not merely frustrating for your customer, long hold times can turn even the most polite person into a difficult customer, or cause them to simply hang up. Long wait times can transform a potential customer into a brand demoter, and hangups can mean a lost sale for your business!

But things do not have to be that way. At times, placing customers on hold may be a necessity, however if handled properly, the time on hold can be an opportunity for you to engage with customers in positive ways. With the right call waiting strategy, you can transform a boring or irritating wait into an unexpectedly pleasant experience.

A Better On-Hold Experience

Here are some ways you can turn the call waiting experience into a positive brand interaction:

    • Tell them what to expect. Waiting on hold is especially annoying when the customer has no idea how long the wait will be. Consider investing in technology that can inform them where they are in line or give them an estimated wait time.
    • Offer a Call back. If queues tend to be long, offer the option of a call back without losing their place. Many of your customers have been presented this option by other companies and you will be pleasantly surprised at the large percentage of customers that will take you up on that option.
    • Offer self-help. Many consumers today prefer to assist themselves whenever possible. Prompts that guide them to your business hours and location, answers to frequently asked questions, or to an appointment scheduler allow callers to get what they want quickly and conveniently. Self-help moves your queue forward faster, which benefits both customers and customer service reps. And you can always direct them to your website for more complex self-help services.
    • Enlighten them. Have a new product or service, or an upcoming in-store special event? Tell callers about it. Offer tips on how to use or care for your products. Suggest accessories or complementary products or services the customer may not have considered.
    • Promote your current specials. Are you offering a special discount this month? Do you offer a free service? Tell callers about that, too. Offer an exclusive incentive just for callers to thank them for waiting on hold. Invite customers to sign up for your blog feed or newsletter to receive ongoing tips and discounts, or to become a member of your rewards club.
    • Keep thanking them. Interesting, useful messaging will help keep customers engaged until their turn arrives. But remember to show customers you value their time by periodically including a thank-you for their patience as they continue to hold.
    • On Hold Music.  You may eventually need to provide on-hold music, but if you have engaged and informed the customer of everything that is timely and reasonable, music is better than silence.

Customer Experience is King

The last thing you want is for customers to hang up before they get the answers they need or their order placed! Those kinds of negative customer service interactions can have a detrimental effect on their overall relationship with your company. By providing a positive on-hold experience, you can keep your customers on the line and ensure they are better-informed than before the call.  Your customers will have a better customer service experience, will be more satisfied, and you might even increase sales in the process.

Source: https://blog.theconnectioncc.com/do-not-hang-up-how-to-improve-the-call-waiting-experience

Publish Date: July 12, 2018 5:00 AM


2021 Buyers Guide Computer Telephony Integration

 
1.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

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.

3.) 
ComSys S.A.

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.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

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.

6.) 
Megacall

CRM integration
CRM
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.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 



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