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How can Inbound Call Centres bring the Average Hold Time down?

Posted by Rahul Garg
Reduce Call-Abandon Rates

In this hyper-competitive era, no one knows the value of customers better than business owners. To get the upper hand on the competitors, it is paramount to keep your customers happy. Therefore, business owners are always supposed to offer a remarkable 24 hour telephone answering service.

Apart from that, customers don’t appreciate a stupendous support service if they have to wait to get it. So, it wouldn’t be wrong to say that the quality of customer service gets judged as per the average hold time.

From the business’s point of view, it is imperative to reduce the average hold time as much as possible. This is so because most of the customers put the phone down after waiting a mere 2 minutes. The surprising fact is that around 34% of customers don’t even make a call again in order to get the desired services.

That’s the main reason why business owners are always suggested to contact BPOs of UK, USA, etc. regarding inbound call centre service.

Do you want to know how inbound call centres can bring the average hold time down in order to boost the business growth? Have a look at the following tips: 

The Workforce should be Managed Properly

In order to render impeccable inbound call centre service, it is crucial to managing the workforce properly. Ignoring this factor can negatively affect the business growth. This is so because the rate of customer calls always gets increased during the peak hours, which, in turn, may lead to a high hold time. As a result, customer attrition rate may get increased. 

Usually, companies that run an in-house call centre, face the productivity issues owing to the incapability to manage staff according to the call volume. 

On the contrary, outsourcing companies always manage their staff by monitoring the previous data. In addition, BPO firms not only bring the average hold time down but also ensure a high CSAT score.

So, if you are an owner of a business and want to ensure a long-term relationship with your customers, it is suggested to you to contact a reputed BPO firm.

Make Call Scripts Reliable

Call scripts always play a major role when agents assist customers regarding product or service related problems. In addition, the significance of scripts cannot be overlooked because these can help in reducing the average hold time.

Moreover, if agents go off the scripts, there is a high possibility that they may take more time to answer customer’s questions. As a result, this can affect the CSAT score.     

In order to leave no stones unturned, sometimes inbound call centres add unnecessary questions in the scripts. This makes a direct and negative impact on the agents’ productivity. This is so because agents have to go through the long list of questions to find the reliable answers that meet the expectations of customers. This can increase the average hold time.

Read Also: How can UK Call Centre Companies Improve their Performance?

Here are a few suggestions that could help to create reliable call scripts:

  • Call recording logs should be checked on the weekly basis as this will reveal about those factors that are yet to be improved.
  • Experienced script writers should be hired in order to remove superfluous questions from the call scripts.
  • Arrange meetings after a short period of time to get to know about the agent’s opinion regarding scripts.

These suggestions will definitely help inbound call centres to render an immaculate 24 hour telephone answering service.

Utilise Queue Callback

During the high call volume, it is arduous to manage customer service queries. In addition, both customer experience level and average hold time go hand in hand. This means CX levels may get dropped if customers have to wait for a long period of time to get connected with agents.

To keep the average hold time in check, inbound call centres can make use of queue callback. Are you wondering what the call queue callback is? Well, it is the feature that allows customers to request to get a call from the agent’s end.

Furthermore, queue callback not only reduces the average hold time but also increases the CSAT score. The primary reason behind that is customers can continue their daily routine work after reserving a place in the queue.     

Read Also: How can Inbound Call Centre Services stop revenue loss for your Business?

Optimise Call Routing System

Last but not the least, an optimised call routing system could work as a helping hand when it comes to bringing the average hold time down. This system transfers the customer calls to the most qualified agents, which, in turn, leads to a faster resolution. This simply means a reduction in the average wait time.

To cover all the bases, inbound call centres should include a self-service option. This will help those customers to get the desired resolutions who aren’t seeking a human response. Consequently, this reduces the average customer service queries and thereby average hold time also decreases.              

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