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Over 80% of the customers who are trying to reach a company’s contact center are put on hold

17 Sep 2014

In order increase the client’s level of satisfaction, at a global level, more and more contact center are investing in pertinent customer experience solutions in order to ease the call-back interaction

The customer service industry is becoming increasingly dynamic, as 63% of companies estimate an increase in the cost of customer experience in 2014, compared to 2013.

86% of the consumers who call contact centers are put on hold, while 75% consider the call-back option extremely appealing. Based on this premise and on the fact that call-back functionality determines a decrease in the number of abandoned calls with 32%, the most important players are constantly optimizing the communication channels for clients.

For more information, please see the Romanian version of the article, here.