As technology is evolving, the expectations of customers are also enhancing a lot. It has given them the power of convenient shopping and quick gratifications. Hardcore competition has spoilt them for choice, and their experience has also metamorphosed. So, contact centers need to be more conscious than ever before in offering services to the level that is matched with the expectations of today’s customers. Contact centers need to be more intentional about reducing customer wait times. Contact center software can assist them in effectively managing call volume and reduce average call time in the queue.
What is the average time in the queue?
The average time in the queue is the amount of time your customers need to wait until your agent answers their call. It is an essential call center KPI, and call center managers should always try to keep average time in the queue as low as possible.
Best ways to reduce customer wait times
Here are the best ways to reduce customer wait times
Optimize call queue configuration
It is essential to make sure your IVR is set up intuitively so that callers are capable of getting through the prompts faster and to the correct queue.
Empower your agents to analyze their call queue
Encourage your agents to create adjustments to their interactions with callers to improve their KPIs.
Implement customer-centric advanced featured call center software
You need to implement modern call center software that can help you and your staff to meet the requirements of your customers.
How can HoduCC – contact center software assist in reducing customer wait times?
HoduCC is a comprehensive and consolidated contact center software and is compatible with all kinds of call centers. It comes with advanced features and security. HoduCC is designed to maintain user loyalty and to fulfill customers’ expectations.
HoduCC contact center software allows agents to offer personal and productive phone support within an omnichannel customer journey. It also assists them in solving customer problems quickly, measure, and enhance call support operations. HoduCC efficiently accommodates the expanding requirements of sales and support teams and their end-users. It increases client satisfaction, cost-effectiveness, and productivity.
Key Highlights of HoduCC contact center software
Here are the Key Highlights of HoduCC contact center software.
1. PREDICTIVE DIALER
It is an ideal tool for businesses with substantial call volumes.
2. SKILL-ORIENTED MAPPING
It segregates agents based on their skills and capabilities and transfers the calls to the most appropriate agent.
3. AUTOMATIC CALL DISTRIBUTION
It helps to distribute calls among available agents using specific strategies.
4. WEBRTC PHONE
HoduCC has an inbuilt web-phone based on WebRTC technology.
5. AUTO DIALER
It schedules the calls and automatically dials the call as per the schedule.
6. SINGLE TENANT AND MULTI-TENANT
It comes with sturdy single-tenant and multi-tenant features for contact centers.
7. MULTI LEVEL IVR
HoduCC has multi-tenant IVR smart functions, and calls flow design.
8. REAL-TIME ANALYTICS AND REPORTS
The real-time analysis feature permits call center managers to monitor and analyze all customer interactions.
Features of HoduCC call center software
1. Real-time analytics
2. DID Management
3. Call Transfer
4. Advanced Dialers
5. Sticky agent
6. Campaign management
7. DNC control
8. Call conference and others.
HoduCC as inbound call center software
HoduCC is a web-based inbound call center software. It provides a suite of core inbound call center technologies that includes ACD with universal queuing for multimedia contacts and skill-based routing and IVR with self-serve options.
HoduCC as outbound call center software
HoduCC is the perfect solution for outbound call center software for businesses with large volumes of outgoing calls. You can also manage call requests, generate high-quality leads, and motivate agents.
HoduCC as omnichannel contact center software
HoduCC improves productivity by promoting business communication.
Managing waiting time is the tricky part, but the uncertainty of it is even more frustrating. Contact centers should be more sensitive about this and work toward providing a transparent service. Call centers can be the best solution to reduce waiting time.
Sourced from: Hodusoft. View the original article here.
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