Studies reveal that call waits have a negative impact on customer satisfaction and thereby on the organization’s profitability and overall revenue….it can be as high as 30%.

In today’s busy contact center environments, customers are often frustrated by excessive hold times that can erode customer loyalty and result in lost business. Waiting time is a curtail factor in a customer’s evaluation process and high waiting time has negative impact on service evaluation. Thus, lost calls result in:

Damage to your brand
Reduction in profits
Increase in business costs
Stressed-out staff
High attrition Rate

Customers like to have an easy to use alternative to waiting on hold and over time, this will aid the call center to achieve tangible cost and performance benefits.

CallBackConnect [CBC] from InteractCRM is a queue management solution that ends long hold times for customers.  CBC puts an end to this frustration, by improving the overall customer experience, demonstrates a return on investment and protects customer relationships.

CBC gives your customers an alternative to waiting in queue. Your customers can simply leave their details and hang up.CBC does the rest. It patiently holds for an agent to become available and then gets the customer on the call immediately or as per the scheduled request details.

Methodology:
During peak call times, callers are given the choice to receive a call back instead of waiting in the queue. As agents become available, CallBackConnect calls the customers back. CallBackConnect provides two options to manage peak call volume making the whole process totally customer centric. Customers can receive a call back immediately as and when the agent gets free or facilitates the customers to schedule calls as per their convenience and time and avoid holding up the phone.

Solution Benefits

Enhanced Productivity
Improved Sales and Customer Retention
Satisfied Staff
Happy Satisfied Customers

For more information on the features, benefits and other relevant information, please fill up the online form in our download section. Alternatively, you can also get in touch with us at sales@interactcrm.com.