Avoid the waiting game
According to an industry report on call centres, callers are becoming increasingly impatient with the time it takes to be connected to an operator.
The report revealed that callers are now hanging up 8 seconds quicker compared to 1997, when the average customer waited 53 seconds before abandoning the call. What’s more, the number of calls disconnected before even speaking with an agent have more than doubled, reaching 13.6% in 2008.
The report also revealed that the percentage of calls answered within 10 seconds has fallen from 72 per cent to 63.5 per cent in 2008, and the average time taken to respond to a message left by customers has risen from 11 to 20 hours.
So it seems customers are becoming less inclined to hang around waiting for their call to be answered, meaning call centres are under pressure to up their game when it comes to customer service.
This is why more and more call centres are turning to technology to help them enhance their business operations, and deliver a better quality of service that saves both them and their customers time and money.
Implementing leading edge technologies such as voice over IP and virtualised desktops can increase call centre efficiency, meaning customers are dealt with swiftly, without any hassle.
To find out more about how you can improve your customer service contact the team at adept4.