Sitel Group met with Pinnacle to address growing concerns over long hold times and call abandonment. A plan was executed to introduce Virtual Call Back to target improvements in these areas while reducing costs for Pinnacle.
Virtual Call Back leverages technology to provide the customer with the opportunity to “reserve” their position in queue during periods of high call volume and receive an automated call back from an agent within a defined timeframe, providing a much more customer-friendly experience and reduced cost of service.
Reduced AHT 13%
Saved queue time – 3,000 minutes per month
Reduced abandonment by 30%
Reduced support costs by approximately 5%
reduction in abandonment