Long hold times are one of the most common customer complaints. Despite best efforts to forecast and plan for your expected call volume, your contact center could still experience call volume spikes that can lead to longer than normal hold times. At WESP Communications, our team strives to prepare for any scenario that could increase call volume or impact contact center operations.

Ineffectively managed contact support can make the term ‘customer service’ feel like a misnomer. A 2015 Consumer Report study found that some of the most frustrating aspects of customer service were:

• Inability to get a live person on the phone
• Long hold times
• Voice recognition software worked poorly

Fortunately, technology is catching up to the need for intuitive, rapid response and connection that customers expect.

With our Virtual Call Queue (VCQ), callers are placed in a queue while agents are managing current callers. The queued callers are distributed to the next available agent so that your customers’ calls are answered promptly. This way, your customers are routed as quickly and efficiently as possible.

Customers can also opt for a “call back”, effectively holding their place in line without having to stay on the line. This way, when call volume is unexpectedly high, instead of a hang-up or a lost opportunity, callers have the option to maintain their spot in the queue.

Learn more about how WESP Communications can save your organization money and improve customer satisfaction.