Regardless of what industry you are in, one thing will always remain the same: no customer wants to be left waiting. We have all called a company with a simple question or request, just to be put on hold and transferred from department to department. And there is absolutely nothing more frustrating.
So how long are customers willing to wait? According to a study performed by Velaro, almost 60 percent of people feel that one minute on hold is too long. Luckily, there are plenty of ways that you can ensure your customers get the answers they are look for, when they are looking for them.
What time of day does your business receive the most phone calls? What departments are these calls directed to? How long does the average phone call last?
Reviewing your call reporting for answers to these questions and any others you may have can help you to learn more about your business and how quickly your customers are being helped. By regularly looking over your reports, you can see where changes and improvements are being made and where more work needs to be done on a customer service level.
Whether you are traveling across town for a meeting or across the country to meet with investors, being on the road could cause you to miss an important call. But with multi-location integration services, you can stay connected with any device no matter where you are. From cell phone to laptop, you can stay in touch with customers and employees while on the go, ensuring a positive customer service experience.
Once you have gathered data on your busiest phone times, it may be time to make adjustments to your business plan.
For example, say you notice that you receive the most phone calls of the day from 1 p.m. to 1:30 p.m. Unfortunately, that is right when your employees take their lunch. By adjusting your lunch schedule to accommodate the customers’ needs, you will have a big affect on customer satisfaction and retention.
Vaspian has the tools you need to ensure that your customers are happy – and not waiting on hold. For more information about the services we offer, visit us online or give us a call at 1-855-827-7426.
Publish Date: July 22, 2022
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Giving consulting services to call centers
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Contact Center Consulting and Business Process Management
Where other consulting firms end their roles by providing a multi-year road map, ccc goes further by transforming the end-to-end contact center organization. A well-organized contact center ensures continuous value-based delivery for any organization. Through our structured contact center consulting activities, ccc provides you with contact center strategies that are aligned with your vision and mission as a business. Our offerings include:
Contact Center maturity assessment
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Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.
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Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
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Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.
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