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.

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO2 days ago
#Gamification claims to lighten stressful jobs, but is this truly helpful in #TechnicalSupport?

Join us as we explore just how effectives this strategy is in the #CallCenter: https://buff.ly/3LU2M6p

----------
We build strategies that empower people and solidify brand loyalty for our partners: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#EmployeeManagement #EmployeeEngagement
#CustomerExperience
Open Access BPO
Open Access BPO4 days ago
#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your
• staffing
• training
• quality assurance, and
• service/people management.

Metrics are more diagnostic than curative: https://buff.ly/3RiolyQ

----------
Make dismal #CustomerService a thing of the past when you outsource your #CustomerSupport needs: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CallCenterOutsourcing #CallCenters
#CustomerExperience
Open Access BPO
Open Access BPO5 days ago
Customers appreciate brands with #eCommerce websites that have #LiveChatSupport because of its convenience, speed, and humanized interaction.
You need to optimize these 4 features to make your #ChatSupport exceptional: https://buff.ly/3fhVflL

----------
Upgrade #CustomerExperience with our 24/7 multichannel #CustomerSupport solutions: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #eCommerce
Open Access BPO
Open Access BPO1 week ago
#Repost | Team Allied Services and You:
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

----------
Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The company’s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

#openaccessbpo #teamalliedservicesandyou #pinoyrunner
#tcsnycmarathon #partnership #support #WeSpeakYourLanguage
#NYCMarathon2022
Open Access BPO
Open Access BPO1 week ago
Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

𝗦𝗮𝘃𝗲 𝗮 𝗟𝗶𝗳𝗲 𝗕𝗹𝗼𝗼𝗱 𝗗𝗿𝗶𝘃𝗲 𝟮𝟬𝟮𝟮
September 28 | 10:00 AM - 3:00 PM PST
Open Access BPO Makati, Glorietta 2 site lobby

#WeSpeakYourLanguage
#DonateBlood
Open Access BPO
Open Access BPO2 weeks ago
#Gamification works to create healthy competition and camaraderie among your #CallCenter agents while ensuring productivity and high quality support for your customers.

But it only works if done right. Here are several tips you can use to gamify your contact center: https://buff.ly/3dvR6Kt

----------
Ensure high quality support for your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO