February 5, 2020
Improving the Hold Time Experience in Your Contact Centre
While hold times are inevitable in some instances, if there is a consistent trend towards long hold times in your contact centre, you must take steps to alleviate the problem. This is an enormous point of frustration for customers and is entirely avoidable. Customers don’t understand what is going on behind the scenes of a contact centre, so their patience for wait times is very limited. Being kept on hold for a long period of time can turn a neutral or positive customer very quickly into an angry one, so shorter hold times should be a major priority for improving your contact centre.