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December 17, 2008
No More Waiting on Hold, Frontier Communications Calls Customers Back
By Stefania Viscusi, Assignment Desk Editor
As the focus on improving customer relationships increases, the call center is adopting technologies that support automation and make interactions between callers and the company more pleasing.
To take away the aggravation of being on hold, Frontier Communications has announced a new pilot project that provides callers with the option to have a representative call them back when wait times are high.
Frontier Communications offers local and long-distance telephone service, Internet access, wireless Internet access, digital phone and satellite TV.
The new project makes use of call center solutions from Virtual Hold Technology (VHT), who develops queue management solutions to help increase customer satisfaction and reduce contact center costs.
The Virtual Hold Concierge software frees customers to move onto other activities and helps reduce frustration associated with waiting on hold by tracking the customers place in line and calling them back at a provided phone number, when an agent is available.
Because the new project also makes use of Virtual Hold Rendezvous software, it's also possible for callers to schedule a call back time that works best for them, instead of whenever the next agent is available. Callers can take control of the decision-making process and schedule calls to take place up to 7 days after the first call is made.
Not only will this capability help to significantly improve customer satisfaction with the company but it also helps the company to increase operational efficiencies since abandonment rate are reduced and less agent resources are needed to handle calls – leading to overall reduced costs per call.
In tough economic times, and with the need to keep and gain customers more important than ever, it makes sense for companies to turn to software solutions that will improve relationships with out hurting the bottom line.
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Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.
Edited by Stefania Viscusi
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