How can call centers reduce hold time?

How can call centers reduce hold time?

OABPO Blog Team Published on July 15, 2014

female-call-center-agent-reducing-hold-time-during-a-call-with-customer--Open-Access-BPO
If there’s anything customers hate the most about getting in touch with a phone representative, it’s being put on hold. Various studies and surveys have already provided proof of how the phrase “please hold” could send customer satisfaction levels down and the callers’ temper up. This can even affect the abandonment rate of calls, according to a research conducted by the University of Chicago Booth.

Researchers found out that callers’ patience for waiting to reach a live agent or waiting for a representative to get back to them depends on the call’s purpose. The graver the problem, the less likely it is for callers to hang up. But if the concern is a minor one, there’s a higher tendency for dropped calls. And you know that a high abandonment rate can reflect poorly on the call center, right? This is why when outsourcing Philippine call center services, you should choose a provider that can prove true to the claim that every call is important by keeping instances of saying “please hold” at a minimum.

Here are better alternatives to that phrase:

female-customer-on-the-phone-with-call-center-againt-customer-service--Open-Access-BOP

• Self-help options

With self-service solutions (FAQ pages and customer relations apps, to name a few) in place, you give customers the convenience and power to get things done on their own. This can also help you lessen call volumes and communications costs, as self-help options help remove the need to contact a representative.

• Non-voice channels

If a case really needs to take time to be properly fixed, agents could offer to end the call and suggest the customer to get updates via email, SMS, social media, or live chat. This gives callers the assurance that even after they hang up, you are actively working out a solution and keeping communication lines open.

• Callbacks

Offering to make a return call while issues are being settled could also work. Like transferring the transaction to non-voice channels, this reassures customers that they aren’t abandoned. Instead, it reinforces that their time is valued because they get to choose how to spend their time while waiting for the problem to be fixed.

Companies that genuinely aim to provide great customer experience will try all means to make every transaction a pleasant, convenient, and worthwhile one. Show your customers that their call is truly important by making sure that you get to them the moment they dial your number. And even if quality service may take time, always make sure that the results are worth the wait.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO2 days ago
As a multilingual call center, Open Access BPO is home to individuals from different cultures, beliefs, and orientations. We believe that the world thrives when we embrace our differences; when we establish safe spaces that cultivate healthy, open discussions and cultural expression.

Happy World Day for Cultural Diversity for Dialogue and Development to all!

#WeSpeakYourLanguage
#OABPOonDiversityDay #OAonCulturalDiversity
Open Access BPO
Open Access BPO2 days ago
The key to building a brand that customers will remember: embedding empathy into your organizational culture.
Read: https://buff.ly/3Ly8Tf9

----------

Let our dedicated expert #CustomerExperience team define your brand's commitment to your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 days ago
It's been reported that strong workplace cultures prompted 4x increase in revenue growth and annual returns in many companies.

What's your partner #CallCenter's culture and how can you tweak it to drive up #productivity and #EmployeeEngagement? | https://buff.ly/39AYYbg

----------
Grow with an #outsourcing firm that thrives in its diverse work culture. Grow with us: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO4 days ago
Measuring and improving on your customer effort score must be one of the main priorities of managers and #CustomerSupport providers. | https://buff.ly/39XPKG7

----------
Nip #CustomerChurn in the bud and ensure #BrandLoyalty with seamless 24/7 multilingual support: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO4 days ago
Build a #mobile #CustomerService strategy that works. You'll know your mobile strategy works if you've achieved these key features: https://buff.ly/3sDYLdS

----------
Contact us today For #multichannel #CustomerSupport that works: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO5 days ago
#CallCenters must understand their customers' unique communication styles so they can assist them more effectively. Here are 4 typical communication patterns among customers and some tips on how to handle them: https://buff.ly/39w7ybm

----------
Open Access BPO knows your customers. For proactive #CustomerSupport, contact us: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService
Open Access BPO