What Is A Virtual Hold?
In a contact center, virtual hold refers to queue callback, where a customer can reserve their spot in line, hang up, and the agent will call them back when it’s their turn. Customers typically can remain on the line and wait or choose the callback option. Virtual hold is a great way to reduce customer frustration during high volume call periods.
Benefits of Virtual Hold
There are several benefits to using virtual hold:
Improves customer satisfaction
Eliminates or reduces call wait times
Gives customers the freedom to not wait on the line
Eases the pressure on agents during high volume periods
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