In our recent CRM and integrations eGuide, we found that reducing queue times is the number one priority for call centres, with nine out of ten businesses seeing this as a significant priority.
Our research found that nearly half (46%) of all customers said they had bought elsewhere, or cancelled a contract because they struggled to get in touch with a supplier.
As you can tell, call queues can have a pretty big impact on customer satisfaction. Customers like to speak to a person and the quicker they can do that, the better.
To make sure you stay on top of your call queue times, we’ve put together 4 top tips for you:
- Use IVR
Improve customer experience by routing them to the appropriate team, through IVR options they can choose.
- Give visibility
Give your agents visibility into queue metrics, so they can see exactly how many people are waiting.
- Share updates
Ensure updates and important messages such as wait times are being shared to callers through the IVR.
- Let callers decide
Reduce queues with self-service options, such as requesting a call back or leaving a voicemail.
To find out more information on how CloudCall’s features can help your business, then you can book in for a demo here.