October 31, 2017
Webinar - How Call-Backs Can Save Your Call Center
By Paula Bernier, Executive Editor, TMC
In the cult movie classic The Princess Bride, Inigo Montoya famously tells the Dread Pirate Roberts: “I hate waiting.” If you’ve ever been on hold while trying to reach a contact center agent, you’ve probably had a similar thought.
Customers are increasingly impatient. And three-quarters of customers think it takes too long to reach a live agent. And the ramifications of that statistic can be costly and wide-ranging.
For example, long waits can lead to high abandon rates. They can also result in customer frustration for those individuals who do hold. And that can translate into longer call resolution times because frustrated people often like to vent to contact center agents. And when contact center agents get a lot of flak from customers, they may not want to continue at their jobs. And that can lead to agent churn, which means contact centers have to spend more mining recruiting, hiring, training, and getting new people up to speed. And, for customers, that means fewer experienced agents are available to address their concerns.
It’s kind of like those DIRECTV commercials that take viewers through a long line of events that stem from paying too much for cable TV. And it’s a bad scene.
The good news is you can avoid the problems created by long contact center hold times by implementing a callback solution. In fact, studies show that 63 percent of people prefer a callback over waiting on hold. And our upcoming webinar titled “How Call-Backs Can Save Your Call Center” will explain how you can and more about why you should offer that option.
Join me and featured speaker Shai Berger, co-founder and CEO of Fonolo (News - Alert), for this online event. It will take place Nov. 9 at 11 a.m. pacific/2 p.m. eastern time. For more information, and to register, click here.
Edited by Maurice Nagle