February 23, 2018

How to Use Hold Time to Your Advantage

Nobody likes waiting. And businesses don’t want their customers to have to wait. But, budget constraints and rising call volumes sometimes result in contact center callers sitting on hold. However, there’s no need to let that time to go to waste. Businesses can use it as an opportunity to deliver advertisements and other content to their customers.

That’s exactly what CallSpace’s new patented technology, called BOT, allows contact centers to do. And that delivers a variety of benefits.

But, before we get into the benefits, let’s look at how CallSpace BOT works. This solution leverages a business’s customer loyalty database – and potentially the databases of third parties ­– to understand the customer’s past behaviors and buying habits. Then it maps that information with content that dovetails with that customer’s preferences and interests.

That can include the business’s own advertisements. Or the business can employ BOT to serve up ads for organizations. And that can create a second revenue stream.

Because the content is personalized to the individual, it can also drive customer satisfaction. And that’s important for business with an interest in improving the customer experiences they deliver.

We all know by now that customers are becoming more demanding. But statistics indicate businesses are generally rising to meet those high requirements. That’s good news but for customers and for businesses – because customer satisfaction relates to business financials.

“Our research has shown a direct correlation between changes in customer satisfaction levels and subsequent earnings surprises, which stands to reason since the customers are the people who directly contribute those earnings to public companies,” says Phil Bak, CEO of ACSI Funds, a sister company of the American Customer Satisfaction Index.

Edited by Mandi Nowitz

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