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3 Reasons Why People Dislike Customer Service - HUMACH - Blog

3 Reasons Why People Dislike Customer Service

When was the last time you had great customer service? You probably remember it very clearly: one brand that stood out amongst the others as doing a fantastic job of meeting your needs in a courteous and timely manner. Really, it’s a shame that it’s so easy to recall that one specific instance, mostly because that means the general state of customer care as a whole is still pretty poor. Ideally, it would be rather difficult to pick your “best” recent customer experience because they’ve all been so great! However, with most people my age still inclined to want to clean toilets, change diapers, or do physical labor than contact customer service, it’s clear there’s still a long way to go for most companies. So, what is causing all of the frustration and, more importantly, what can you do about it?

Nothing frustrates customers quite like wait times.

Delayed responses or long hold times

Many of you probably assumed this, but delayed responses and long holds are still the number one most hated aspect about reaching out to customer service. People are busy, demand instant gratification, and have the expectation that their questions will be answered quickly and their issues resolved on the first try. However, many times customers are placed on hold, transferred to other agents, or never receive a resolution. Any sort of extended hold period can cause customers to get frustrated and even disconnect, so companies must do all they can to promote quick response times.

So what can you do?

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Adopt a system that can handle large volumes and can route them successfully. Implementing a call-back feature for voice channel communication can also ease frustrations since customers would not have to remain on the line. Companies can always hire more agents, but more importantly, they can implement a system that enables agents to handle interactions remotely. By easing restrictions of agent availability, agents can work anywhere and anytime.


Customers can feel trapped in a maze after numerous transfers.


Explaining the same issue to multiple agents

This is even more relevant when customers have to wait forever in-between agents. They expect this process to be quick and efficient, but having to waste even more time re-explaining the issue and repeating your information is irritating. The pain of getting transferred repeatedly with no resolution is severe enough to cause customers to go elsewhere with their business.

So what can you do?

Implement a system that allows the first agent to store temporary data in order for the next agent to be already up to speed on the issue. By entering in customer responses, the next agent will already have the data and information necessary to reach a resolution without having to hash out all the specifics with the customer again. 50% of customers state that agents never resolved their issues, which is like nails on a chalkboard to those in charge of contact centers. Additionally, you can implement more modern customer engagement strategies to meet evolving customer demands. These include the use of bots, intelligent automation, text, chat, and social media communication channels. These allow for customer to interact on their own terms and eliminates “hold time.”

Without the proper knowledge base, it can feel like sorting through all of this for answers.

Dealing with inefficient or uniformed agents

Few things are more frustrating than spending a lot of time on a call and then hanging up with no resolution. What is the point of calling them if not for a resolution? Since 50% of people disconnect with no resolution, it is no wonder why customers will not do business with many companies again.

So what can you do?

Implement a system that makes data and information readily available for agents. If there is a question or issue that they are unsure of, they should be able to access a database with the relevant information to find an answer. The ultimate goal of any contact center solution should be to reduce customer and agent effort, so if you are seeing that is not that case, it may be time to re-evaluate you systems.

While all three of these scenarios are annoying in their own right, they often occur together and feed off of each other. After waiting on hold, you often have to continually repeat information to agents, which takes up even more time. The more inefficient an agent is, the more often you will be transferred and the longer you will be on hold. It is a vicious cycle, but if contact centers can even fix one of these issues, it will create a snowball effect and alleviate the strife in other areas. Luckily, there are plenty of resources and partners ready to help you transform how you engage, acquire, and support you customers this year.

Want to wow your customers with instant service and support? Start here..


Publish Date: February 9, 2017

2020 Buyers Guide Inbound Call Handling Services


Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390


VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk
PH: 0217991445

Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.

View more from HUMACH

Recent Blog Posts:
Equifax Shows What Not To Do for Crisis CommunicationsSeptember 29, 2017
Friction-Free CX is Here. Are You Ready?August 24, 2017
One Concept that Improves All Your Customer Service InteractionsJune 1, 2017
The Growing Importance of Video ChatMarch 30, 2017
What You Can Do To Eliminate Customer HesitationMarch 16, 2017
3 Reasons Why People Dislike Customer ServiceFebruary 9, 2017
What happens to humans when machines take over the workforce?September 29, 2016
Is the Phone Dead?August 25, 2016
A New Playlist Taught Me a Valuable CX LessonAugust 11, 2016
How To Make Your Contact Centers More EfficientJuly 21, 2016

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