Hold time aren't an issue for some of the call centers. On the other hand most of the small to medium range call center are facing this problem hindering their ongoing processes. This needs to control on a larger front for best output of the outsourcing process. The main reasons behind most of the call centers and outsourcing companies can be listed down as follows:
1. Losing Customers
One single hold call can hinder your call center practice which makes the customers lose their interest and relatively they shift to some better one. Use of social media by such clients for publically sharing their bad experience worsens the company’s repo in front of other clients.
2. Nobody waits
There is always some difference between services offered by different companies. Some of the major companies offer maximum client satisfaction with hold call less than 15 seconds. Usually most of the clients hang up in this allotted time. The best thing the call center can do to avoid such situation is by allowing call-back options.
3. Worsening Hold Time
Such situations occur only when customer on line is frustrated and hence the services ruins. Strategy is a must for all the customer service centers in order to reduce hold time and increase work efficiency by handling traffic at its best. Evading long hold time will help in gaining customers and enhance company’s reputation.
