TWC’s call queue management feature allows customers to avoid waiting on busy lines and receive a call back from the next available agent.
When there are no available agents, our software automatically plays a pre-recorded “Queue Call-back” message that offers the caller the option to either remain on hold until an agent becomes available or alternatively request a call back from the next available agent.
By providing your customers with the option to remain on hold or request a call back, you decrease average hold times and increase customer satisfaction, increase agent call management efficiency, reduce call centre costs and decrease call abandonment rates.
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