The scenario where a customer is told to “please hold” is costing a lot of business that have a contact center. Currently, no customer wants to wait. Customers want their queries immediately solved and move on to the next thing. As such companies need to come up with unique ways to eliminate customer wait time completely.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
Talking about customer wait time, only one department is involved: the call center. A company should therefore equip their call centers with the most effective tools .Call center tools enhanced with the best technology, will improve efficiency including talk time, resolution rates among others. Additionally calls will be routed to agents who are idle making it possible for no call to be left unanswered. This is how your call center becomes a world class one.
Another key factor that a company needs to look at is the habit of putting customers on hold. Research shows that high percentage of customers put on hold never call back. Such customers tend to look for better companies with performing call centers. This becomes a fail on your company. Train your agents to engage with customers while still looking for solutions. Putting them on hold should not be a routine.
Yonyx can help your agents become more efficient to lower customer wait time.
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