How Long Will Your Customer Wait on Call? #Infographic

Published by Shannen Syed Tuesday, May 19, 2020

Did you know that most of the customers are usually willing to stay on hold for one minute?

There are many factors that contribute to how well your customer care department performs and paying attention to the smallest of things can go a long way for your business. Meeting the expectations of your customers is important and will help you build loyalty and long-term relationships with them.

Interesting Things to Note

A large number of people globally wish to communicate their queries over the phone, and about 6 million phone calls are made on a daily basis in the United States alone. That's quite a lot. But do all customers put the phone down satisfied? The answer is no. There are a lot of reasons which can leave your customer feeling dissatisfied and eventually disconnecting from not just the call, but your services as well. 46 seconds while waiting can feel like minutes when you wish to get your query resolved as soon as possible, that's exactly how many seconds a customer can wait before they start feeling dissatisfied. Moreover, callers hang up after 13 minutes while being put on hold. These are some important points to consider when working to improve your call center services. It is also observed that an average person spends about 34 days on hold during their entire lifetime, but it doesn't have to be that way, no?

Strategies to Keep in Mind

There are a few strategies that you can implement right away to improve your customer care service. First and foremost try to communicate it to your customer how long their wait will be and try to identify common problems with every call that cause delays. Many businesses have a separate FAQ page on their site to address the most common queries by customers, this will help you prevent a long line of phone calls and buy more time. Consider holding training sessions for your employees so they can perform at their best, other than that you can always hire an expert call center partner to assist your customers.

Getting a Call Center Partner

Many businesses are opting for a call center partner and there are many benefits to it. When your team is caught up with a lot of calls, a call center partner can take over excess calls. They can also work round the clock and help you identify what's slowing down your service by looking at the bigger picture. They can also pay attention to detail in every call to target and resolve issues which as a result, would eliminate call wait times and better your customer care performance.

Here's an infographic to help you meet the demands of your customers better.


Infographic By: Mapcommunications.com

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