The last thing you want is for your customer to be frustrated when calling you. Not only is this difficult for your call center representatives, but your customer will likely be on the verge of jumping ship to the closest competitor. There are a few good practices you can follow that will reduce wait times.
Create a Very Intuitive Menu
The longer the customer wait time, the more frustrated the customer will be when he or she finally is on the phone with one of your customer service representatives. When a customer is greeted with an automated menu, be sure to quickly provide the option of allowing the customer to contact a live representative. The menu should be highly intuitive by having the options separated into categories so your customers can more easily navigate the options.
Place Customers On Hold Sparingly
Customers should only be placed on hold when absolutely necessary. Also, the customer should be given an estimated wait time. If the wait time will be very long, your representatives could offer to call the customer back at a later time once they have acquired the information needed to answer your customer's question.
Subcontracting your customer service to a call center can help you handle fluctuations in call center inquiries. If a customer has a question that is easily answered and your phones are busy, some customers can be routed to a third party that is trained to provide assistance.
Identify Calls That Use Up Call Center Resources
If customers are frequently waiting for live representatives, besides hiring more representatives, you will need to find out what types of calls are the most likely to tie up call center representatives and look for more ways to automate these processes. If customers are frequently calling so they can make payments by phone, look for other options customers can use for making payments. If customers are frequently seeking certain forms of information, such as your business hours, provide this information in the menu.
Train Representatives Thoroughly and Provide Appropriate Authority
Customer wait times can be shortened and fewer representatives can be tied up if representatives are trained properly. For instance, all employees could be provided information on common technical problems related to the product and their common solutions. That way, fewer customers will need to have their calls transferred. Also, give representatives more authority to make decisions so that they do not have to track down higher authorities to seek permission.
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