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How to Reduce Customer Wait Times - Vaspian - ContactCenterWorld.com Blog

How to Reduce Customer Wait Times

Regardless of what industry you are in, one thing will always remain the same: no customer wants to be left waiting. We have all called a company with a simple question or request, just to be put on hold and transferred from department to department. And there is absolutely nothing more frustrating.

So how long are customers willing to wait? According to a study performed by Velaro, almost 60 percent of people feel that one minute on hold is too long. Luckily, there are plenty of ways that you can ensure your customers get the answers they are look for, when they are looking for them.

Review Your Call Reporting

What time of day does your business receive the most phone calls? What departments are these calls directed to? How long does the average phone call last?

Reviewing your call reporting for answers to these questions and any others you may have can help you to learn more about your business and how quickly your customers are being helped. By regularly looking over your reports, you can see where changes and improvements are being made and where more work needs to be done on a customer service level.

Use Multi-Location Integration

Whether you are traveling across town for a meeting or across the country to meet with investors, being on the road could cause you to miss an important call. But with multi-location integration services, you can stay connected with any device no matter where you are. From cell phone to laptop, you can stay in touch with customers and employees while on the go, ensuring a positive customer service experience.

Make Changes to Your Business Plan

Once you have gathered data on your busiest phone times, it may be time to make adjustments to your business plan.

For example, say you notice that you receive the most phone calls of the day from 1 p.m. to 1:30 p.m. Unfortunately, that is right when your employees take their lunch. By adjusting your lunch schedule to accommodate the customers’ needs, you will have a big affect on customer satisfaction and retention.

Vaspian has the tools you need to ensure that your customers are happy – and not waiting on hold. For more information about the services we offer, visit us online or give us a call at 1-855-827-7426.

Source: https://www.vaspian.com/how-to-reduce-customer-wait-times/

Publish Date: July 22, 2022


2024 Buyers Guide Omnichannel

 
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Premium Listing
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.


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Alvaria

Noble Contact Center
Truly unified omnichannel operations. Your customers have growing expectations about how and when they want to interact with you. The noble contact centre suite helps you seamlessly communicate with your customers, no matter which channel(s) they prefer. Noble helps you optimise agent activity and improve the efficiency of customer interactions with our unified omnichannel solutions. Seamlessly manage communications over a variety of voice and non-voice channels including voice, email, sms text, web chat and social media. Simultaneously manage inbound and outbound communications without having to log in and out of programs. And combine all channels on a single platform to improve contact centre efficiency and profitability.

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Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.

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eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

5.) 
Hodusoft Pvt. Ltd.

Omnichannel Contact Center Software
"HoduCC" is a comprehensive and consolidated contact center software. It guarantees to provide the best call center software that suits best for all types of call centers. Being one of the top Voice over Internet Protocol (VoIP) solutions providers across the globe, HoduSoft ensures that this contact center software offers intelligence, security, and advanced features.

HoduCC has been designed in a way to make sure that user loyalty is built and the customers’ expectations are accomplished. Doesn’t matter what your business size is, HoduCC is most affordable Contact Center Software for small businesses as well.

HoduCC allows customer support teams to provide personal, productive phone...
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6.) 
Ivonesia Solusi Data

Sociomile
Elevate your service quality and experience a seamless and more personalized customer care solution to get a happier customer journey that transforms into loyalty.

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Vads

VADS Omnichannel Solutions
Omni Channel is a cross-channel business model and content strategy that companies use to improve their user experience. Omnichannel is an integrated way of thinking about people’s relationships with organisations. Rather than working in parallel, communication channels are designed to cooperate and build a coherent, evolving, cross-channel experience.

Omni Channel supersedes multichannel and includes channels such as physical locations, FAQ webpages, social media, live web chats, mobile applications and telephone communication Companies that use omnichannel contend that a customer values the ability to be in contact with a company through multiple avenues at the same time.


Benefits ...
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8.) 
Trust Business Partners LLP

Customer Interaction Automation
Delivering Ai -powered process automation and digital engagement tools. Onto existing technology stack as well as part of a total suite of offerings including Omnichannel contact centre. We work through partners who can add services and bespoke solutions.
 



View more from Vaspian

Recent Blog Posts:
Call Center Quality Assurance: Everything You Need to KnowFebruary 12, 2023
Automatic Call Distribution (ACD) ExplainedJanuary 27, 2023
How to Reduce Customer Wait TimesJuly 22, 2022
How to Prevent Your Tone from Getting Lost in EmailMay 21, 2021
How to Manage Your Remote WorkersMarch 15, 2021
4 Tips to Make Working from Home EasierApril 21, 2020
How Live Monitoring Can Benefit Your Call CenterFebruary 26, 2020
6 Ways VoIP Can Save Your Business MoneyFebruary 4, 2020

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