HoduSoft

  How long should you make your customers wait? What is the good average wait time in the telecom sector? As a professional in the rapidly-evolving sector, you must be having these questions in your mind. Many experts opine that a business’s average wait time should be two minutes or less. But a majority of customers are unwilling to wait even for a minute. A recent study revealed that 60 percent of respondents said that they would hang up if the wait time is more than a minute. And 90 percent of the respondents said that they won’t wait for five minutes. The findings are not at all surprising. For most people, nothing can be more distressing and frustrating than waiting for even a minute or two in this fast-paced world. Some say “Time is money.” But truth be told, time is far more precious than all the wealth in the world. If money is lost, it can be earned back. But if a second is lost then that’s lost for good. Today’s organizations must keep that in mind and make sure that ...

Call center software without CRM is only half of the story. Your operations and outcomes will always be less than ideal. CRM integration brings in its wake a host of benefits to call center operations. Here are the top five benefits of call center software and CRM integration. More leads down the sales funnel Call centers handle inbound calls and outbound calls. Majority of inbound calls may be from prospective customers at the primary stage of inquiry. When the call center has CRM integration such calls are captured and go into the database for further handling by sales people. Leads can go down the sales funnel and result in revenue increases for call center clients.  Delighting existing customers  It is tedious for existing customers to call and then be asked to furnish all details about their transaction. With CRM integration it becomes easy for agents to view the history of customers on their screen and personalize interaction. You score point...