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If you’re a fan of the sitcom Friends, you may remember the episode in which Phoebe spends day and night awake by the phone, waiting for call support. While we might have had a good laugh at the end of it, the stereotype of long waiting on calls was once a bitter reality. Owing to […]
Queue callback is a feature that gives callers the option to circumvent long hold times. With queue callback, caller abandonment can be significantly reduced. All that customers have to do is to reserve their place in the call queue and request a call back by the agent as soon as they are available. This feature […]
The concept of call queuing is prevalent in inbound call centres. Every time callers connect to a phone system, they are welcomed with a message along with menu options before their calls get added in the queue. Automatic Call Distributor (ACD) technology is used to forward incoming calls to various agents. Callers as well as […]