![]() ![]() ![]() The reality is simple - as always - all incoming calls are put in a call center queue just because it is the way system works. The funny fact is that many call centers still use that feature of notifying you that “all agents are busy, please wait for X seconds/minutes”, and many people are wondering if it is normal for a call center to receive that many calls on a regular basis. All this time, from pressing the “Wait for the connection to the agent” button to a moment when you will hear so awaited “Hi!” from a human agent you are put in a call center queue. If you choose to go straight for a call to an agent, you will definitely be asked to wait for a little while listening to on-hold music in the background until the free agent will pick up a call. What differentiates a call to a call center from a common call to your friend or whoever else? First of all, you rarely can hear phone rings while calling a call center - more likely you will hear the greeting message from the IVR system, and offer to press some buttons on your phone to choose a fitting IVR menu section or to order a connection with an agent directly, without any surfing through the Interactive Voice Response interface. Call center queue isn't just an unpleasant queue for customers, it is a vital call center feature that helps to optimize the work of the entire department.
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