{"id":11333,"date":"2025-09-18T08:39:45","date_gmt":"2025-09-18T15:39:45","guid":{"rendered":"https:\/\/www.aerocominc.com\/info\/?p=11333"},"modified":"2025-09-18T08:39:45","modified_gmt":"2025-09-18T15:39:45","slug":"long-hold-times-the-best-call-center-software","status":"publish","type":"post","link":"https:\/\/www.aerocominc.com\/info\/long-hold-times-the-best-call-center-software\/","title":{"rendered":"Long hold times! The Best Call Center Software"},"content":{"rendered":"\n<p>Your company has a call center, and it&#8217;s time to shop for a new call center software. One of your biggest problems is long hold times! You can solve that.<\/p>\n\n\n\n<p><br>In this video, I cover 4 call center software solutions to help your company reduce hold times.<\/p>\n\n\n\n<p>Want my recommendations on the best cloud phone system vendors to quote, for your company? Click the button below and ask me today.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><a href=\"mailto:askmike@aerocominc.com\"><img loading=\"lazy\" width=\"200\" height=\"100\" src=\"https:\/\/www.aerocominc.com\/info\/wp-content\/uploads\/2022\/11\/Ask-Mike.png\" rel='magnific' alt=\"\" class=\"wp-image-10694\"\/><\/a><\/figure><\/div>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe title=\"Long hold times! The Best Call Center Software\" width=\"550\" height=\"309\" src=\"https:\/\/www.youtube.com\/embed\/bWPVmufkJzI?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<h2>About Mike<\/h2>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"alignleft size-large is-resized\"><img loading=\"lazy\" src=\"https:\/\/www.aerocominc.com\/info\/wp-content\/uploads\/2022\/06\/Mike-Smith-square-head-shot-2022-06.png\" alt=\"Mike Smith AeroCom\" class=\"wp-image-10661\" width=\"79\" height=\"79\"\/><\/figure><\/div>\n\n\n\n<p>Mike Smith has been helping companies select the best telecom, WAN, security, and cloud services since 1999. He&nbsp;founded AeroCom in 2003, and has been the recipient of numerous business telecommunications industry awards, including being recognized as one of the&nbsp;<a href=\"http:\/\/mydigitalpublication.com\/publication\/index.php?i=68145&amp;m=&amp;l=&amp;p=53&amp;pre=&amp;ver=swf\" target=\"_blank\" rel=\"noreferrer noopener\">top 40<\/a>&nbsp;business people in tech-heavy Orange County, CA. Follow Mike&nbsp;on&nbsp;<a href=\"https:\/\/www.youtube.com\/c\/Aerocominc\" target=\"_blank\" rel=\"noreferrer noopener\">YouTube<\/a>,&nbsp;<a href=\"https:\/\/www.linkedin.com\/in\/mikesmithaerocom\/\" target=\"_blank\" rel=\"noreferrer noopener\">LinkedIn<\/a>,&nbsp;<a href=\"https:\/\/twitter.com\/MikeSmithsBrain\" target=\"_blank\" rel=\"noreferrer noopener\">Reddit<\/a>&nbsp;and&nbsp;<a href=\"https:\/\/community.spiceworks.com\/people\/mike-aerocominccom?source=navbar-subnav\" target=\"_blank\" rel=\"noreferrer noopener\">SpiceWorks<\/a>.<\/p>\n\n\n\n<div style=\"height:1px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2>Transcript<\/h2>\n\n\n\n<p>Your company has a call center, and your company is in the market for a new call center software. One of the biggest things on your must-have list is a better way to track calls. The problem you\u2019re having is you don\u2019t know if your <a href=\"https:\/\/getvoip.com\/blog\/call-center-problems\/\" target=\"_blank\" rel=\"noreferrer noopener\">agents are answering the phone<\/a> like they should be. Well, I can tell you you\u2019re not alone. I\u2019ve heard that from a lot of call center managers, and there are some great solutions out there for you. We\u2019re going to talk about them in this video. My name is Mike Smith. I\u2019m the president of Aerocom. Let\u2019s put our heads together on this.<\/p>\n\n\n\n<h4>My Recommendation<\/h4>\n\n\n\n<p>But first, if you\u2019d like a shortcut, watching this video is great and everything, but there\u2019s a very short way to answer this question. If you\u2019d like my recommendation on the best call center software vendors your company should be quoting, reach out, send me an <a href=\"mailto:AskMike@AeroComInc.com\" target=\"_blank\" rel=\"noreferrer noopener\">email<\/a>\u00a0or give me a call (714.593.0011). This is what I do\u2014I\u2019m a broker for all the major vendors out there. I will help your company make a much better decision in a fraction of the time. Join the thousands of other I.T. professionals who have used me to help their company. The nice thing is, I won\u2019t charge you a dime for my consulting services. Just send me an email or give me a call. We\u2019ll set up a time to talk. I\u2019ll ask you a few questions about your company\u2019s call center. I\u2019ll give you some recommendations on the vendors you should use, introduce you to the best reps to work with at those vendors, and arrange a demo for you to see the solution. I\u2019ll also coordinate quotes and make sure you get the best deal. The service providers pay me my broker fees, so your company doesn\u2019t have to.<\/p>\n\n\n\n<p>It\u2019s a nice shortcut. Watch the video too, but the reason I do these videos is to help customers get introduced to me so that they\u2019ll give me a call. Also, don\u2019t forget to subscribe to my YouTube channel so you don\u2019t miss any of my future videos. I put out new videos every single week. Don\u2019t miss them! Subscribe to the channel, hit the little bell button so you\u2019ll get alerts.<\/p>\n\n\n\n<h4>Biggest Problems I hear about:<\/h4>\n\n\n\n<p>Okay, so let me guess what some of your problems are. I\u2019ve heard these things quite a bit. Maybe your agents are putting themselves on Do Not Disturb. Or maybe they\u2019re going into wrap time and taking a long time\u2014like 15, 30, even 45 minutes in between calls. Or maybe you think agents might be ignoring calls and letting them go to other people. Maybe agents are letting calls go to voicemail and saying they like that better, because that way they know what the person needs and it allows them time to prepare before they call back. Those are all possibilities, right? But at the end of the day, maybe you just don\u2019t know. Maybe your company is super busy, and agents are doing their best, but there are long <a href=\"https:\/\/www.youtube.com\/watch?v=nN8xk7u9ON0&amp;embeds_referring_euri=https%3A%2F%2Fwww.aerocominc.com%2F&amp;source_ve_path=MjM4NTE\" target=\"_blank\" rel=\"noreferrer noopener\">hold times<\/a> because there aren\u2019t enough agents. Customers are complaining, satisfaction ratings are going down, and you\u2019re left wondering what\u2019s going on. The good news is you can solve this with technology.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" width=\"1024\" height=\"576\" src=\"https:\/\/www.aerocominc.com\/info\/wp-content\/uploads\/2025\/09\/wp-4-1024x576.jpg\" alt=\"Are Agents Taking Calls? The Best Call Center Software\" class=\"wp-image-11336\" srcset=\"https:\/\/www.aerocominc.com\/info\/wp-content\/uploads\/2025\/09\/wp-4-1024x576.jpg 1024w, https:\/\/www.aerocominc.com\/info\/wp-content\/uploads\/2025\/09\/wp-4-300x169.jpg 300w, https:\/\/www.aerocominc.com\/info\/wp-content\/uploads\/2025\/09\/wp-4-768x432.jpg 768w, https:\/\/www.aerocominc.com\/info\/wp-content\/uploads\/2025\/09\/wp-4-1536x864.jpg 1536w, https:\/\/www.aerocominc.com\/info\/wp-content\/uploads\/2025\/09\/wp-4-250x141.jpg 250w, https:\/\/www.aerocominc.com\/info\/wp-content\/uploads\/2025\/09\/wp-4-600x338.jpg 600w, https:\/\/www.aerocominc.com\/info\/wp-content\/uploads\/2025\/09\/wp-4.jpg 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h4>How to solve these issues:<\/h4>\n\n\n\n<p>So, as you\u2019re looking at contact center vendors, here are the must-haves for your new solution. Number one: <a href=\"https:\/\/www.aerocominc.com\/info\/the-best-ai-contact-center-software-for-large-customer-service-call-centers-has-7-things\/\" rel=\"nofollow\">real-time status<\/a> on every call queue. You should be able to pull up your call center <a href=\"https:\/\/www.youtube.com\/watch?v=3Ib8mR-919E&amp;embeds_referring_euri=https%3A%2F%2Fwww.aerocominc.com%2F&amp;source_ve_path=MjM4NTE\" target=\"_blank\" rel=\"noreferrer noopener\">manager dashboard<\/a>, see all the agents logged in, and know who\u2019s on the phone, who\u2019s idle, and who\u2019s active in real time. Number two: the ability to remotely log an agent back into the queue. Say you see an agent logged out for 30 minutes who\u2019s supposed to be working\u2014you need the ability to log them back in. Sometimes it\u2019s intentional, but sometimes they just forget to log back in after a break. Number three: an agent wrap-time countdown. Maybe you decide agents should have five minutes to disposition a call. After finishing, a timer can pop up counting down from five to zero. Some say it works, though others feel it encourages agents to always take the full five minutes\u2014but it\u2019s better than 20 minutes. And finally, number four: full <a href=\"https:\/\/www.aerocominc.com\/info\/are-your-companys-agents-speaking-clearly-6-reports-your-ai-call-center-software-needs-to-have\/\" target=\"_blank\" rel=\"noreferrer noopener\">historical reporting<\/a>. You should be able to see every single call from start to  finish, as well as reporting on agent activity\u2014talk time, queue time, wrap time, and more. Alerts can be set up for inactivity. Reporting should be customizable and detailed.<\/p>\n\n\n\n<h4>Which contact center software vendors should your company quote?<\/h4>\n\n\n\n<p>If you\u2019ve got long hold times and don\u2019t know why, make sure you reach out, send me an <a href=\"mailto:AskMike@AeroComInc.com\" target=\"_blank\" rel=\"noreferrer noopener\">email<\/a>\u00a0or give me a call (714.593.0011) if you\u2019d like my recommendation on the best call center software vendors. I\u2019m a broker for all the major vendors and have been doing this for over 20 years. My gray hair shows it. Don\u2019t just Google this\u2014send me an email or give me a call, especially if your call center has 20 or more agents. That\u2019s my specialty. I\u2019ll introduce you to the right vendors, the best salespeople, and coordinate demos and quotes. I\u2019ll oversee the process to ensure you get the best pricing. All of this is at no charge\u2014providers pay me my broker fee. There\u2019s no excuse not to reach out and get my opinion. Join the thousands of other I.T. professionals who\u2019ve made better decisions faster with my help. I love talking about this stuff, so reach out. And if you got something from this video, the best way to say thank you is to contact me. Don\u2019t forget to subscribe to my channel and check out Aerocominc.com for more resources. Thanks for watching, and I\u2019ll catch you on the next one.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><a href=\"mailto:askmike@aerocominc.com\"><img loading=\"lazy\" width=\"200\" height=\"100\" src=\"https:\/\/www.aerocominc.com\/info\/wp-content\/uploads\/2022\/11\/Ask-Mike.png\" rel='magnific' alt=\"\" class=\"wp-image-10694\"\/><\/a><\/figure><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Your company has a call center, and it&#8217;s time to shop for a new call center software. One of your biggest problems is long hold times! You can solve that. In this video, I cover 4 call center software solutions<span class=\"ellipsis\">&hellip;<\/span> <a href=\"https:\/\/www.aerocominc.com\/info\/long-hold-times-the-best-call-center-software\/\"><\/p>\n<div class=\"read-more\">Read more &#8250;<\/div>\n<p><!-- end of .read-more --><\/a><\/p>\n","protected":false},"author":10,"featured_media":11337,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_mi_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0},"categories":[356],"tags":[984,933,380],"_links":{"self":[{"href":"https:\/\/www.aerocominc.com\/info\/wp-json\/wp\/v2\/posts\/11333"}],"collection":[{"href":"https:\/\/www.aerocominc.com\/info\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.aerocominc.com\/info\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.aerocominc.com\/info\/wp-json\/wp\/v2\/users\/10"}],"replies":[{"embeddable":true,"href":"https:\/\/www.aerocominc.com\/info\/wp-json\/wp\/v2\/comments?post=11333"}],"version-history":[{"count":0,"href":"https:\/\/www.aerocominc.com\/info\/wp-json\/wp\/v2\/posts\/11333\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.aerocominc.com\/info\/wp-json\/wp\/v2\/media\/11337"}],"wp:attachment":[{"href":"https:\/\/www.aerocominc.com\/info\/wp-json\/wp\/v2\/media?parent=11333"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.aerocominc.com\/info\/wp-json\/wp\/v2\/categories?post=11333"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.aerocominc.com\/info\/wp-json\/wp\/v2\/tags?post=11333"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}