On Hold Hell

  • ProblemHigh volume makes hold times unusually long

  • SolutionOffer callback instead of requiring hold time as part of self service

  • ResultDrastically reduced hold time queue, call queue arranged for staffing capacity

Problem

Call volume is high, hold time is long, and customer requests are complex

It’s double trouble when call volume increases due to customers needing complex issues solved. Callers are more anxious and agents are swamped. Plus, longer hold times mean more abandoned calls, even after a caller has waited on hold. They lose their place in the queue and increase the call volume when they try the call again later. Costs go up for you and satisfaction goes down for customers.

Solution

Offer callback instead of requiring hold time

One of the best ways to reduce hold time is to give callers an option to skip it all together. During periods of peak volume you can employ Mindful to offer a callback schedule as part of the IVR experience. Plus, you can design the experience to spread calls out enabling agents to catch up with the long queue volume. It’s also a great opportunity to employ some automations through SMS texting. Callers can get a confirmation of their callback and even reminders to increase compliance.

Results

Hold time is reduced, callers get predictable callbacks

Hold time is expensive for businesses and frustrating for customers. By offering scheduled callback on the front-end of the call, hold time can be drastically reduced. And queue volume can be more easily managed with Mindful’s realtime dashboards to track callback requests. It’s an option that both customers and agents love. Plus, it even saves you money.

Agents reach callers at a time that’s best for them and likely in a better mood. Call abandonment rate is reduced, customers are more satisfied, and NPS increases.

Works great for

Retail

Banks

Government Offices

Insurance

Better for brands.
Better for customers.

We use an adaptable blend of automation and conversation through talk and text to help your customers be more successful.