Predictive-hang up is the
process of automatically disconnecting the calls in inbound call centers. Whenever a customer or prospects tries to
contact a call center, and no agent is available to receive the call, then predictive-hang
up process ensures that the call gets automatically aborted during the
process. Predictive-hang up makes
customers think that their calls are disconnected because of some technical
issues or network problems on their ends.
This way, call centers ensure that customers do not have to
unnecessarily wait for their calls to get connected in the situations when
agents cannot pick up the calls.
This certainly helps in handling
peak call traffics, and therefore, businesses ask their outsourced
call center partners to make use of predictive-hang up
systems. Call centers embrace
predictive-hang up technologies primarily to tackle the situations when large
number of phone calls are in queue, and it is a bit impossible for agents to
answer every call. Not only this, it is
also used when a large number of agents attend team meeting and training
sessions, and they cannot dedicate time to attend calls from customers. Predictive-hang up is such an important
technique that can help call centers in ensuring efficient solutions to
customers at the right time.
A call center which does not use predictive-hang
up might have to force their customers to wait in queue for long duration
before agents get free to answer those calls.
This obviously leads to better experience to customers, as most
customers get frustrated when their calls are in queues. Customers mostly do not prefer listening to
recorded messages which inform them about unavailability of customer care
executives, and this simply can spoil a company’s rapport with any particular
customers. Those recorded messages make
the customers feel less valuable to businesses, and they often switch brands
because of that. Therefore, inbound call
centers must use predictive-hang up systems.
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