Concierge® software eliminates the frustration of hold time when contact centre demand exceeds agent availability.

First, the expected wait time is announced giving the caller an accurate picture of the conditions in the contact centre. Then, customers are empowered to hang up and go about their lives whilst their place in line is maintained before being called back when they are at the head of the queue and it is their turn to speak with an agent.

Typically 50% of callers will elect this option when hold time is greater than 2 minutes. Customers know when to expect their return call. When they are called back they are greeted with options to confirm that now is still a convenient time to speak with an agent. When used in conjunction with Rendezvous® the customer can also be given the option to re-schedule the callback for a later time if something in their world has changed.

Offering such flexibility and control to callers results in successful reconnection rates of typically 90%. This is great news for sales environments where these callers may have otherwise abandoned. Moreover, the feeling of freedom and choice callers experience will surprise and delight them, which helps turn them into loyal advocates of the organisation.