3CLogic

MAY 31, 2024

Recognizing this trend, customer service leaders are prioritizing implementing self-service for the contact center, ranking the capability among their top three priority areas. How self-service impacts customers or employees When customers or employees need support, they need it immediately.

Self service 59

Self service Enterprise Wait times Abandon rate 59

Fonolo

MAY 2, 2019

The problem is that when calls spike, hold times spike, too. The effect of this on the customer experience is significant: 60% of customers will abandon a call after just one minute of waiting on hold. A quick glance at onholdwith.com confirms how much hold times infuriate consumers.

Abandon rate 57

Abandon rate Call Center Wait times Education 57

Fonolo

JUNE 13, 2018

The reality is that voice remains the most preferred channel for customers, but its popularity comes at a price: long hold times. Unfortunately, the effect of this on the customer experience is significant: 60% of customers will abandon a call after just one minute of waiting on hold.

Abandon rate 64

Abandon rate Call Center Wait times Education 64

Fonolo

OCTOBER 3, 2019

The problem is that when calls spike, hold times spike, too. The effect of this on the customer experience is significant: 60% of customers will abandon a call after just one minute of waiting on hold. A quick glance at onholdwith.com confirms how much hold times infuriate consumers.

Abandon rate 52

Abandon rate Call Center Wait times Education 52

Fonolo

JANUARY 23, 2018

The call center experience is under great scrutiny from today’s consumers. Tolerance for long wait times has been getting lower and lower. If the wait is longer than a few minutes, callers will complain to your agents (leading to longer handle times) and they will vent on social media (see onholdwith.com).

Call Center 141

Call Center Abandon rate Contact Center outsourcing 141

aircall

MARCH 31, 2021

And when you’re trying to provide a good customer experience, annoyance is the last emotion you want customers to feel. Sure, your customers might have to wait a bit, but when you use the call queue feature, an auto-attendant periodically reminds your customers that the next available agent is only a few moments away. .

Abandon rate 62

Abandon rate Interactive Voice Response Call flow Wait times 62

Fonolo

OCTOBER 26, 2023

Companies place a great deal of importance on meeting customer expectations. According to Forrester, nearly 95% of leaders say that providing a good customer experience is a top strategic priority, and 75% want to use customer experience as a competitive advantage.

Advertising 81

Advertising Feedback Call Center Wait times 81