Customer service has evolved beyond the days of only calling for support, as modern-day customers may typically choose from multiple channels for service. Despite the choice in channels, voice certainly remains a preferred channel for support—especially when service situations become complex. An American Express study found that 46% of customers prefer to talk to customer service agents over the phone about complex issues. The downside to this channel, according to customers? The process is still long and tedious, with the long-dreaded “please wait for the next available agent” still a major customer frustration for those seeking phone support. Harris Interactive reports that 75% of customers believe it takes too long to reach an agent, while a Consumer Report Survey found that 67% of customers have hung up the phone out of frustration over not being able to speak to a real person. Indeed, keeping customers on hold leads to high abandonment rates, low customer satisfaction scores, and eventually churn as customers turn to savvier competitor brands with a more customer-centric approach. Voice may not be going anywhere anytime soon, but it clearly needs a makeover to meet the needs of the modern customer—one who needs information fast and often on the go.For this reason, callbacks are quickly becoming a contact center trend as a means of revitalizing the voice channel experience and keeping it as robust as other popular platforms for service (such as social media and live chat). Customers value their time, and brands are equally pressed for maintaining efficiency in their contact centers while delivering quality customer experiences. With a prioritized callback system, brands may eliminate hold time by giving customers the option to receive a callback from an agent when the customer’s position arrives at the front of the queue. Such a system ensures maximum agent efficiency while reducing call abandonment, smoothing out call spikes, and saving customers and agents time. Virtual queuing also omits the need for toll-free numbers and tedious voice menus to provide customers with a truly efficient, seamless experience that empowers them and saves time.According to a Research Now study, over 50% of respondents claimed to be placed on hold between 10-20 minutes per week, meaning that such a customer spends 43 days on hold over an average lifespan. Time is always of the essence in customer service and in our busy daily lives, making it imperative that brands value their customers’ time while implementing time-saving methods in contact centers that still maintain high quality standards. Prioritized callbacks are therefore an excellent solution to revitalizing the traditional voice channel for a modern-day approach to great customer service.
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