Waiting on hold remains the single most complained about aspect of calling a contact centre and causes users of a service to become angry, frustrated and disillusioned with an organisation.

With a Qology queue management solution an alternative to waiting on hold, a callback, can be offered either when it is their turn, or at a later time that is more convenient to them and the contact centre.

Agents spend less time apologising and more time answering enquiries. Agent morale is therefore higher, reducing agent churn, resulting in an increasingly skilled and experienced workforce.

Callers are happier, more satisfied and left feeling that their time is valued and respected, resulting in higher customer satisfaction and increased customer retention.