When Adding Call-Backs to Your Call Center, Beware The “Free” Option
Fonolo
JANUARY 23, 2018
2) Reduce Abandon Rates. Abandonment leads to higher repeat calling (which can strain the call center system) and, of course, frustrate customers. Sometimes spikes are from unforeseen events: the network is down, a product got recalled, etc. When hold times are long, many callers will simply hang-up.
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