Friday, June 15, 2012
When answering customer support phone calls in the contact center, it is never a good idea to put a customer on hold for an extended period of time.
According to a recent study by Ifbyphone, 58 percent of customers are more likely to buy when the phone is answered in under one minute. Of the customers who waited more than 10 minutes to have their phone call answered, more than 60 percent said it was very unlikely that they would recommend the brand.
The study found that 51.1 percent of calls were answered in less than one minute when connecting with a live person, and 24.1 percent were answered immediately.
Although customers like their calls to be answered quickly, they don't like to be cut off without an answer. According to 1to1 media, one of the biggest problems with contact centers is that many agents are instructed to close out calls quickly, which many times results in the customer's problem not being resolved.
Customer service is one of the keys to a successful business, so it is important to answer phone calls in a timely manner and provide a proper response.