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And the worst of it is, consumers are getting more and more impatient on calls. A 2014 AMEX survey found that the maximum amount of time customers are willing to wait is 13 minutes. As mentioned above, the abandonmentrate is the most obvious metric to be affected. Offer Call-backs Outside Your IVR Too.
Cloud call-back solutions like Fonolo have been around for several years, but many call centers are still unsure if it’s the right fit for their business. There are five significant reasons why call centers will deploy call-back technology this year: Improving FirstCallResolution (FCR).
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