Customer Service Call Back

Although recent surveys indicate that customers have grown to accept performing common self-service tasks through automated IVR systems, when the need arises to speak to a live agent, long on-hold times still lead to frustration. Now some companies like Scottish Power give customers the option of being called back when an agent is available. The Virtual Hold system is triggered when call volumes are high and wait times are expected to be long. The customer can choose to stay on-hold or enter a call back number where they can be reached when their virtual placeholder in the queue reaches the front of the line.

Ideally, of course, customers would choose to experience no wait time, either on or off the phone, and prefer to be immediately connected with a live customer service agent. However, due to the downsizing of call center staffs to save money, waiting on-hold is simply unavoidable at times of high call volumes. The Virtual Hold solution is the next best thing to being immediately connected to a live customer service agent. The customer is free to do other things while waiting rather than listen to on-hold music and/or advertisements for other services. Although not a perfect system, Virtual Hold could result in improved customer satisfaction and retention.