With callback virtual hold, callers are given the expected wait time and the option to either schedule a callback at a specific time or just put a message into the queue and go about their life. Callback saves your place in line and calls you back either when it’s your turn or at a time that you’ve scheduled as promised.
Callback Virtual Hold Benefits
- Turn Complaints into Compliments – Eliminates the pain associated with hold time, vastly increasing customer satisfaction
- Better Company Perception – 75% of those who used the virtual queuing service have a more favorable opinion of the company
- Greater Overall Satisfaction – Customers who accept Virtual Hold report that 83% top-box satisfaction vs. 79% compared to those who waited on hold
- Increased Efficiency – Eliminates waste associated with hold time, increasing workforce efficiency and many performance metrics while reducing operating costs associated with callers holding
Callback Virtual Hold ROI
- Queue minutes (Trunk utilization) savings
- Abandon recovery
- Service level improvement
- Average speed to answer improvement
- Labor savings
- Repeat call savings
- Handle time savings
- Increased workforce efficiency
Contact us today to learn more about the benefits of callback virtual hold.