Call Waiting

Explanation:

Call waiting refers to the situation where a customer is placed on hold while they wait for an available agent to answer their call. This typically occurs when there is a high volume of incoming calls, and the system is managing call distribution to prevent missed interactions. Call waiting can also be used in multi-line phone systems, where customers are given the option to wait for the next available representative.

Best Practices:

• Inform the Customer: Always inform the customer when they are being placed on hold and provide an estimated wait time, if possible.
• Minimize Wait Time: Monitor and reduce hold times as much as possible to avoid customer frustration. Implement call back options or direct customers to self-service options when feasible.
• Offer Alternative Communication Channels: Provide options for customers to communicate via other channels (e.g., chat or email) if their wait is expected to be long.
• Ensure Smooth Handoffs: If the wait is long, allow agents to acknowledge the waiting customer and express gratitude for their patience to maintain a positive experience.

How Daktela Can Help:

Daktela's call center software offers real-time monitoring of call waiting times, enabling supervisors to ensure that customers are not waiting too long. With dynamic call routing, Daktela can adjust call distribution in real time to reduce wait times during peak periods. The system also supports call-back functionality, allowing customers to opt for a return call instead of waiting in the queue. Additionally, Daktela's IVR system can assist customers with common inquiries while they wait, improving the overall experience.