The Problem With Phone Calls
Phone calls are often seen as a hassle, especially when you are put on hold or transferred to another department. But have you ever stopped to think about why this is? Let’s take a look at the problem with phone calls.
The rise of automated systems
The rise of automated systems has led to a decrease in the quality of customer service, as companies seek to cut costs by replacing human employees with machines. This has created a number of problems for consumers, who are often left feeling frustrated and angry after dealing with automated phone systems.
Here are some of the most common problems with automated customer service:
- Long wait times: One of the most frustrating things about automated customer service is the long wait times. Many people have reported having to wait on hold for extended periods of time, only to be disconnected or transferred to another automated system.
- Poor quality: Automated systems are often incapable of providing the same level of quality as human customer service representatives. This can result in more mistakes and a lack of empathy from the system.
- Inflexibility: Automated systems are often inflexible and unable to deal with complex issues. This can leave customers feeling frustrated and helpless.
- Disconnection: Another common problem with automated customer service is that customers can be easily disconnected from the system. This can happen if they get transferred to another department or if they are placed on hold for too long.
The frustration of being on hold
It’s a familiar story: you’re trying to resolve an issue with your cable company, or you’re trying to book a last-minute vacation. So you call customer service, and the first thing you’re greeted with is a recorded message telling you that your call is important to them. Then, you wait. And wait. And wait.
According to a 2012 study by the Consumer Reports National Research Center, 67 percent of people have hung up out of frustration while on hold. And it’s not hard to see why: waiting on hold is an exercise in patience, and one that often goes unrewarded. In fact, the average wait time for customer service calls is 23 minutes, according to a 2013 study by Customer Care Measurement & Consulting.
Worse still, being on hold often means being subjected to elevator music or other irritating sounds. This can add insult to injury, and make an already frustrating experience even more so.
So what can be done to improve the experience of being on hold? For starters, businesses could make better use of call waiting times by providing useful information to customers (such as estimated wait times), or letting them know about other channels that they can use (such as online chat). Businesses could also consider offering incentives for waiting on hold (such as discounts or coupons).
In the end, though, the best way to avoid frustration when trying to reach customer service is probably to avoid calling in the first place. After all, most companies now offer other channels (such as online chat) that can provide a more immediate response.
How to Fix the Problem
We have all been there before. You are trying to contact a company but you keep getting put on hold. Or, even worse, you are transferred to multiple people who all say the same thing: “Your call is very important to us. Please stay on the line.” It is frustrating, but there are ways to fix the problem.
Implement a callback system
A callback system is when a customer service representative calls you back at a later time, rather than making you wait on the phone.
This type of system can be used in a variety of customer service situations, including:
-When you are on hold for an extended period of time
-When all representatives are busy with other customers
-When you are transferred to another department and need to wait for assistance
A callback system can be an effective way to improve customer satisfaction and reduce wait times. If you are considering implementing a callback system, there are a few things to keep in mind:
-Set realistic expectations for waiting times. Let customers know how long they can expect to wait for a callback, and give them the option to leave their contact information so they can be called back at a later time.
-Offer other options for customers who do not want to wait. This could include providing information about your company’s website or social media channels.
-Make sure your employees are prepared to handle callback requests. They should be trained on how to take down customer information and how to schedule callbacks.
-Monitor your callback system regularly. Check in with employees and customers to see how well the system is working and make changes as needed.
Give customers the option to schedule a call
Even if your business is small, you should give your customers the option to schedule a call.
This way, they can choose a time that is convenient for them, and you can plan your day accordingly. This will help to ensure that each call is handled efficiently and in a timely manner.
Make sure your system is actually working
One of the most common problems we see is that the customer’s phone system is not actually working. Before you start troubleshooting, it’s a good idea to make sure that your system is actually working. To do this, try making a test call from a different phone. If you can’t make calls at all, then there’s probably something wrong with your phone system. If you can make calls, but you’re having trouble with specific features, then there are probably specific problems with those features.
The Benefits of a Good Phone System
A good phone system is very important to have in any business. It can help to improve customer service and make it easier for customers to reach a live person. A good phone system can also help to reduce the amount of time that customer service representatives spend on the phone.
Improved customer satisfaction
A good phone system can lead to improved customer satisfaction in a number of ways. First, it can help to ensure that customers can reach the right person the first time they call. Second, it can help to ensure that calls are not dropped or lost. Third, it can help to create a better overall experience for the customer by providing features such as caller ID and call waiting. Finally, a good phone system can help to improve the overall efficiency of your business by reducing the need for customers to call back or wait on hold.
Fewer abandoned calls
Abandoned calls are a huge problem for businesses. They cost time and money, and can damage your reputation. But with a good phone system, you can reduce the number of abandoned calls and make sure your customers are getting the service they deserve.
Here are just a few of the benefits of having a good phone system:
-Fewer abandoned calls: With a good phone system, customers are less likely to hang up before reachIng an agent. This means fewer lost sales and happier customers.
-Better customer service: Good phone systems make it easy for customers to reach the right person, quickly and easily. This leads to happier customers and fewer frustrated callers.
-Increased sales: When customers can reach you easily, they’re more likely to do business with you. Good phone systems lead to more sales and more satisfied customers.
-Improved efficiency: Good phone systems help you route calls more efficiently, so agents can spend less time on hold and more time helping customers. This leads to happier agents and improved customer service.
A good phone system can help increase sales by making it easier for customers to reach you and by giving your sales team the tools they need to close more deals. For example, a good phone system can provide call forwarding so that customers can always reach a live person, even if all of your sales representatives are busy. A good phone system can also include features like caller ID, call waiting, and voicemail so that your sales team can manage their time more effectively and close more deals.