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Clarification of Virtual Hold
To clarify my earlier post: Virtual Hold isn't a callback messaging system. It's a virtual queuing system where callers enter their phone number and name, then hang up -- but the system keeps their place in line, so they receive a return call in the same amount of time as if they waited on hold (first-in, first out). The customers don't leave a voicemail -- so there's no need for agent training or intervention, because they handle a request from a customer who chose a return call just as they handle a normal inbound call.
Customers seem pretty happy with this option, judging by the feedback we get and the utilization rates we see!
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