For most types of businesses the telephone plays a major part in daily operations, but one of the continually problematic issues with quality of customer service in any given business environment is the average hold time customers must endure when calling in. This is overlooked by most companies, and is considered trivial, but (aside from breaking laws) this is probably the biggest mistake that a company can ever make.With this in mind, we’ll take a look at why on-hold times are such a problem, and ways to possibly reduce or improve them.
Why Long Wait Times Are a Problem!
First, why are on hold times such a problem? Well this is a problem for both the customer and the business and here’s why. For the customer as an example, if they are calling for customer support, they likely have a serious issue, such as a billing concern or question, or to report their service or product malfunctioning in some unspeakable way. With either of these, the customer is already going to be upset and feel rushed, especially if it’s a serious billing problem or a serious, important service or product that’s not working.
When they call in, they’re already on edge. A long hold time is just going to make this worse, they will continue to become more and more stressed and they will begin to worry if your company will be willing to even help, considering they are being made to wait so long. Plus they will feel devalued and deflated by this experience, and they’re likely to take to social media to broadcast their dissatisfaction, or give your company a negative online review. This will can cost you lost potential revenues of future customers who may be skeptical about doing business with you.