The largest complaints callers have with regards to call centers is waiting on hold for an excessive period of time or navigating through an endless phone menu with hard-to-follow/lengthy prompts. In fact, social media is filled with sites that consumers can voice their criticisms: On hold with.
This problem is further compounded by organizations who have IVR (Interactive Voice Response) and ACD (Automated Call Distribution) technologies but only use the ACD component in combination with simple rules to route calls to agents. These shortcuts are often because of the costs or challenges associated with deploying.
Inevitably delivering the bare minimum queuing with no self-service results in overloaded agents, angry consumers and excessive queue times.