The Psychology Behind Why Customers Hate Waiting

Fonolo

As humans, we’ve all had to endure the seemingly torturous act of waiting. Whether as a child, eagerly waiting for our slice of the birthday cake to be passed down, or as an adult, having to sit in drab waiting room at the doctor’s office. Time seems to drag when you’re bored.

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Post-call work time.

Is Chat Ready to Grow Up?

Toister Performance Solutions

I waited for two minutes to get connected with an agent. I later learned she was handling three chat sessions at the same time. If your company offers live chat, it's time to do better. Comm100's Live Chat Benchmark Report 2018 showed a similar decline from 84.06

How to Improve Your Live Chat Average Handle Time

Kayako

Aching over why your metrics aren’t meeting your performance benchmarks is tough for any support team. Or worse, that you’re leaving your customers hanging around waiting to receive help. Most customers refuse to wait more than five minutes for a response.

Top 10 Angry Tweets from Customers Waiting On Hold

Fonolo

Onholdwith.com is a community-driven platform that aims to end hold time for customers. The website tracks companies who are experiencing the most complaints on Twitter from people waiting on hold. When your wait time is eclipsing your entire day….

The Secret Sauce for Increasing Customer Happiness [White Paper]

Fonolo

Beyond that, the expectations of service, the metrics that gauge success, and the channels customers can use to maximize their efforts and minimize their wait times are very different. Conduct customer surveys (find the root cause of long hold times).

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

Most call centers struggle with efficiency at one time or another. In contrast, a PBX system would need hefty installation resource to cater for this business demand; installation resource that you necessarily haven’t got time for or can afford.

Call Center 101 – The Golden Rules of SLAs [Whitepaper]

Fonolo

If it’s crunch time and you’re looking to quickly study up on SLAs, look no further. Read on: You’ll be an expert in no time. Abandon Rate (this reflects calls abandoned while a customer was waiting on hold to connect with a human agent).

5 Rules Anyone Working in Customer Service Should Know

Fonolo

In any industry, sport, or even a good game of poker, success hinges upon a confluence of many factors: Skill, experience, and favorable timing all shape the path towards becoming a champion. Understanding Industry Benchmarks.

Why We Love Call-Backs (And You Should, Too!)

Fonolo

If you leave callers on hold, they will complain to your agents (leading to longer handle times) and they will vent on social media. If your company has long wait times, and if you don’t have the budget to staff up, you should consider adding a call-back solution.

How to Reduce Customer Service Friction with Live Chat

Comm100

Friction is everywhere in life, and it impacts us from the time we wake up until we go to sleep. Sadly, examples of friction in customer service are all around us: Having to queue in line to pay for a product or to wait for some service.

B2C 56

How Poor Customer Service Is Hurting Your Entire Business

aircall

They also have an easier time comparing services. It also takes much more time, effort, and money to sign a new customer than to retain an existing one. When browsing to benchmark a service or product, we instinctually seek out negative reviews and give them more credence.

Looking at Contact Center Metrics in a Customer-Centric Way

Aria Solutions

These traditional metrics include average handle time, average wait time, occupancy, idle time, and service level among others. Even though managing to those metrics resulted in running contact centers efficiently (and thus became the new norm to benchmark against), it also resulted in contact centers blindly managing to those metrics alone, without any analysis of how they are servicing and satisfying their customers’ expectations today.

Is an 80/20 Service Level Your Call Center’s ‘North Star’?

Fonolo

If most call center teams had to pick a “North Star” it would be service level, which measures the length of time callers wait to reach an agent. Service level is always given as a pair of numbers: a percentage value and a time value in seconds. Understanding Industry Benchmarks.

4 Call Center Reports Worth Your Time

Fonolo

Sadly, that’s made it hard to find quality among all the fluff, so we’ve assembled 4 recent reports that we feel are worth your time. Key findings: “Wait time before reaching a live agent” is the most frequent source of customer complaints. Understanding Industry Benchmarks.

What to Do With the Data: Become a Better Support Team Coach

aircall

Zooming out” to a wider time frame will give you a better idea of overall trends and benchmarks. In times of heightened activity — maybe around the holidays or other seasonal surges — it might make sense to keep an eye on how your team is performing in a daily or weekly view.

Your Phone System Service Level Agreement (SLA) – What it is, why you need it…

aircall

Depending on the system you choose, you may be entitled to some form of compensation for lost call time. If you need phone system support, it’s probably something that can’t wait until next week. In order to keep your provider honest in terms of availability, many service level agreements will stipulate just how long is too long to wait for a response. In many cases, a wait time of longer than a single business day will merit some sort of compensation.

Addressing metrics gaps between bot-led and human-led service

Comm100

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” For time-based metrics, it is impractical to hold bots and human agents to the same standards.

How Can Your Call Center Improve Service Levels?

Fonolo

There was also no time left to visit clients and hear their needs. While under-staffing leads to longer wait times and call drops, over-staffing leads to an increase in costs. Occupancy rate” is the percentage of time agents perform work-related duties. It is defined by a specific equation: Occupancy Rate = (Total Call Handling Time + Total After Call Work Time – Idle Time) divided by Total Logged in Time.

Addressing metrics gaps between bot-led and human-led service

Comm100

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” For time-based metrics, it is impractical to hold bots and human agents to the same standards.

Computer Telephony Integration: 8 Ways It Benefits Customer Support

aircall

Call centers can provide assistance to their customers in different languages and time zones without delocalising. Being able to easily modulate staff and material resources saves both time and funds. This incredible ease of use saves time and effort for your agents.

Chat in the Contact Center – an Expert Panel Weighs in – Part 3/3

Taylor Reach Group

Wait-Time on the Phone vs. Chat. In order to have live chat across various countries, you need agents that can handle different languages on the fly and then you have to route them, determine how much volume is coming in for a specific language – this can get very messy - especially when talking about chat where you are already trying to reduce head count and maximize the number of contacts that an agent can handle at any specific time. . Wait-Time on the Phone Vs. Chat.

5 Reasons Why Customers Don’t Come Back, Like Ever

Fonolo

Don’t get blindsided by customer break-ups; know the 5 most popular reasons why customers stop doing business with you for good: #5 Long Hold Times. 64% of consumers report being frustrated when asked to repeat their information to customer service representatives multiple times.

The Ultimate Guide to Customer Support Metrics

Kayako

In this section: Average reply time. Average first reply time. Average resolution time. Average handle time. — — — — — — — — — — — —. Average reply time. What is average reply time? Why should you measure average reply time? Average first reply time.

Customer Service Trends to Look for in 2017

Comm100

The flavor that won the vote would be made available nationwide in the coming year for a limited time. The overall trend that we see though, is that in general, customer service will take a break from AI in 2017 while we wait for other industries to work out the kinks.

It’s All About The $$$ – How Much Money Can Chatbots Actually Save You?

Comm100

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. Each time a customer interacts with a Chatbot before a live person, the cost per query gets lower. Greater Savings Over Time. Source: Alex Knight.

Call Center Monitoring: How to Benefit Your Customers and Your Team

aircall

Call abandonment rate and/or average wait time factor into the performance of your team, but also give you an indication of customer satisfaction. No one enjoys waiting on hold, and high call abandonment is a symptom of that.

10+ Must Have Customer Service Skills to Look for in a Live Chat Agent

Comm100

So, it’s time for you to assemble your live chat dream team. Wait… hang on… my order number is here somewhere. Other times they disappear for a few minutes while your agents are chatting with them, or are slow to type out a response. Manages Time Wisely.

One and Done: How to Optimize Your First Contact Resolution Rate

Comm100

We’ve all been there: you’re waiting on the phone or in a live chat session, and the representative is fumbling with information. For the average contact center SQM benchmarks, only 48% of total calls are ‘one and done’ call resolution. What time would be best for you?”

How to Determine Inbound Service Level Goals

Quality Contact Solutions

This was based off research that indicated that many callers would hang up the call after waiting for 20 seconds. Referred to as the 80/20 rule, this began the foundation for determining benchmarks for inbound service level standards. By Shannelle Krebbs, Operations Manager.