Press Release Summary: Its official; call centres are our 'top irritant' according to a poll for BBC Two programme Losing It which was broadcasted on the 23 September. It found 26% said call centre delays were the most infuriating situation. Three-quarters of the people surveyed mentioned being kept on hold as a source of annoyance.
Press Release Body: Its official; call centres are our 'top irritant' according to a poll for BBC Two programme Losing It which was broadcasted on the 23 September. It found 26% said call centre delays were the most infuriating situation. Three-quarters of the people surveyed mentioned being kept on hold as a source of annoyance.
Some of reasons for people becoming annoyed with call centres are typical: not knowing how much longer you have to wait for, having to restate account information, you can't do anything else in the mean time or influence the music you have to listen to. Just imagine being hold for ages only to have the company blast Blondie's 'Keep Me Hanging on the Telephone' in your ear. It is not surprising then that we become increasingly more annoyed the longer we are kept on hold.
Richard Farrell, Chief Technical Officer at Netcall said: "Because the average Briton currently spends hours waiting on-hold every year, it is not surprising that traditional queue handling - whether music or messaging, is becoming increasingly unpopular. When you take into consideration that one bad customer service experience is often all it takes for a caller to switch suppliers, reducing call waiting times should be regarded as critical for organisations."
Netcall's flagship product QueueBuster gives customers an alternative to queuing. They simply leave their details and hang up. QueueBuster does the rest, patiently holding for an available agent and only then automatically calling the customer back. This means that customer can carry on using their most valuable resource; their time.
One company that has made a change in the way they deal with their customers is Interflora. QueueBuster was deployed earlier this year and has already had a huge impact on the call centre. Jayne Henry, Head of Telesales at Interflora commented;" as a gift and flower company, we have key selling periods and we wanted to manage the customer experience at these times while avoiding abandoned calls and ultimately lost sales."
Web Site: http://www.netcall.com
Contact Details: 10 Harding Way St Ives Cambridgeshire PE27 3WR