It’s a universal reality: Customers dislike waiting on hold. Now call-backs and virtual queuing are changing all that. “Our basic mission is to improve the call center experience,” said Shai Berger, CEO and cofounder of Fonolo. “The heart of what we do is replacing hold time with a call-back.” Call-backs benefit customers, most of whom would rather not be tied up listening to grating music or repetitive reassurances of their importance to the company. They also benefit call centers, which don’t have to tie up phone lines and other resources with callers on hold.
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We’ll Call You: Putting an End to On-Hold Misery