According to SQM’s research, call centres put approximately 46% of customer support calls on hold. This hold, however, is more than a temporary inconvenience; it has far-reaching implications. Another SQM Research says when callers are on hold, the top box response for Customer Satisfaction (Csat) drops by 13%, while First Call Resolution (FCR) drops by…
Read More6 Benefits and Best Practices of On-Hold Messages at The Call Centre
