If you want to retain your valued clients–something that may be difficult to do in the competitive corporate jungle–you’ll want to be extremely responsive with them. This means promoting clearer, more effective two-way communication that allows for deeper engagement. One simple way to do this is by reducing your average call center wait/hold time. One Call Communications, the trusted expert in UTP structured cabling, shares how to go about this in today’s post.
What is a Call Center Wait Time?
Wait time refers to the average amount of time clients spend in the phone queue waiting for service before being connected to a live agent. You’ll want to provide your customers with prompt service so you can resolve their concerns quickly. This means making sure they don’t wait longer than is necessary. In fact, the global call center industry standard is that 80% of calls should be answered within 20 seconds.
What Your Business Should Do
To improve business telecommunications and reduce call center hold times, you should consider:
- Enabling agents to access relevant information on time. Make sure that your agents have the specific data and information they need. This not only allows them to resolve customer service issues quickly, it also helps them personalize the customer experience. To make this possible, invest in cloud-hosted call center solutions from a trusted telecommunication company like One Call Communications.
- Implementing skill-based call routing. This helps managers transfer incoming calls to the most appropriate department, agent or queue. By using this method, hold times for clients are further reduced, while first call resolution is ensured.
- Building a searchable knowledge base. Wrapping up calls quickly becomes easier when agents are provided with a well-designed knowledge base. With on-time access to the appropriate materials, they can find the right answers to address customer concerns without putting in additional time and effort. This, in turn, means improved customer service and productivity.
When in need of high-quality business telephone systems and other telecommunication solutions for your business, look no further than One Call Communications. With our exceptional products and services, we’ll give you the edge you need to take your company to the next level. We proudly serve Wilson, NC, and the surrounding areas. Call us today at (888) 823-7373 or fill out this contact form to schedule your consultation.