The Golden Rule is always a winner. How many times have you wished you could escape a call queue and redirect yourself to another department, to a live operator, or at least to a messaging system that instructs the company to call you back?
Give your customers the option to escape a call queue. You’ll dramatically reduce frustration and hang-ups if you do. You’ll save valuable company time as your agents won’t be spending precious minutes listening to complaints about long hold times. The wise use of an escape option not only maximizes the efficient use of time for both your customers and your employees; it also increases the chances that the interactions between these two key groups—upon which your company’s profitability depends—are positive, pleasant, and productive.