If you think that your customers are content to sit on hold in order to speak with a customer rep, think again. A website that tracks tweets from people on hold with companies shows that people have very little patience to wait for phone support.
A website called On Hold With scans Twitter for updates from customers that are sharing their misery with their followers. The results are surprising. As the graph below shows some very popular companies have an overwhelming number of callers on hold.
The companies with the most complaints are surprisingly telecommunication suppliers! That’s really surprising considering that they should specialize in providing support through their medium by which they make their profits. This goes to show that even when a company that is supposed to specialize in a specific industry like phones and telecommunications can’t handle large volume of phone calls it should be a warning to small and medium sized businesses that this issue is a widespread problem.
This graph is just an example of what customers all over the US deal with every day. When you don’t have the infrastructure to handle phone support it can backfire very quickly through channels like social media, word of mouth, and online reviews. Avoid peek service overflow by implementing a call center solution that easily fits with your company’s needs. It will free out time for your agents to provide great service and your customers will be happier for it in the end.
About Neal Lacy
Neal Lacy has written 82 posts in this blog.
Neal Lacy is an expert in professional call center services. He provides great content on a wide variety of topics concerning answering services, message services, order taking, and virtual receptionist. He is main writer for United Call Center.