Comments on: Just Answer the Phone Quicker!

By: jayaticmi

jayaticmi — Mon, 04 Feb 2008 13:37:24 +0000

Rudy, I agree completely with your reply. Any strategy that puts the customer off until a more convenient time is far more risk than it is worth. Whether an automated solution is more elegant than other options is a moot point. The best option is to be there for your customers when they want you.

Interesting point in Eryan’s post. It’s true that this is a society that is “used to waiting in line just about everywhere”. How did we get to that point? There is no better way to de-value a customer than to take away our most precious commodity – time. My loyalty goes to those companies that understand this and are there when I need them, not when it is convenient for them.

Regards,

Jay Minnucci

By: RudyV.

RudyV. — Thu, 31 Jan 2008 06:54:45 +0000

So, I think we all agree, any tool, incorrecty used runs the risk of injury. Eryan, in your first comment you mentioned the words “keeps staffing costs under control”. Since you sound like a person who is in the industry and understands the value of Loyalty through Experience I can respect it. However, so many call centers use these features as a way to keep staffing costs down, by staffing on the lower end of the curve becuase they feel the “call back” feature buys them customer resistance to abuse.

Customers only want two things:
1. Answer the phone now.
2. Solve my problem today.

Anything less is playing with a loaded gun and lack of respect.

Thanks for a great string.
Enjoyed reading your entries.

Regards.

Rudy Vidal
http://willtheybuyagain.wordpress.com

By: eryan

eryan — Fri, 18 Jan 2008 17:41:00 +0000

While answering the phone immediately is a desired result for customers, not having to wait is also a desired result. Keep in mind that a callback is supposed to be an exception rather than the rule. While primitive callback solutions call customers back when it’s convenient for the contact center, the more advanced callback solutions utilize virtual queuing. This solution saves the customer’s place in line and calls them back when it’s their turn. In a society that’s used to waiting in line just about everywhere: at the grocery store, the bank, a fast-food drive thru; it’s refreshing to a customer to know that their place in line is maintained while they are able to do more productive things than sit on the phone listening to hold music. Perception is reality in the mind of the consumer. Companies who provide positive customer experiences are the ones who end up building customer loyalty.

By: Ted

Ted — Fri, 18 Jan 2008 16:46:00 +0000

Thanks for your comment, Eryan. Your position pretty much expresses my mother’s perspective. She’d rather have a callback than wait for 20 minutes to have her call answered. However, I think it’s a sad commentary on our call center industry that customers have such low expectations that they are glad to let the call center dictate when their call will be handled, because they have had so many bad experiences with long wait times that it’s a more appealing alternative. If you know what you are doing, and make an organizational commitment to providing excellent customer service, you really can consistently answer the phone quickly. IMHO, those are the companies that are going to win the customers in the end.

By: eryan

eryan — Fri, 18 Jan 2008 16:34:00 +0000

Automated callback solutions are intended as a safeguard rather than a substitute for adequately staffing your contact center. All centers are prone to having unforeseen peaks in call volume, and rather than overstaffing to manage peaks, a callback solution can be utilized to keep customers from waiting for an agent. This keeps staffing costs under control, and while customers prefer not to wait, receiving a callback is perceived as a much better experience than being tied to a phone waiting on hold.