A recent UK survey shed light on the key frustrations when calling up their utility providers for assistance and also applies to everyone of us operating a customer service, support or sales department.
Extensive wait times and having to explain their problem over and over again were among the top complaints listed in the top 30.
Annoying hold music, a lack of call-back option after being disconnected, and the inability to connect with an actual human being have been named among the biggest customer service irritants.
Over a quarter of respondents admitted they struggle to recall the last time they encountered good customer service. Additionally, 28% are annoyed by rude staff, while a more significant 34% find that automated replies don't tackle their issues correctly.
Certain phrases such as "We're experiencing higher-than-normal call volumes", "I'm sorry, there's nothing I can do", and "Please hold while I pass you to my colleague" rank as some of the most exasperating expressions customers hear.
TOP 10 Customer Service sources of annoyance
Not being able to speak to a real person
Suddenly being cut off after being on hold
Long waiting times in queues
Automated responses that don’t address the issue
Being asked to repeat your issue multiple times
When customer service staff are rude
Promises of follow-up that don’t happen
Being transferred repeatedly without resolution
Agents who don’t listen properly
Being told you are ‘next in the queue’ on the phone and still waiting for ages
6 out the 10 can be improved with the implementation of a good call-back solution. The most important part of a call-back offer is that the call-back actually happens. Promising a call-back and not doing it, adds the the annoyance of your customer. Secondly, if you using a CRM and you relate to any of the above, then you need to take a close look a how your CRM is set-up and used by your staff.
A call-back solution should be flexible, for example
allows you have it working at peak call times or a days/times you are the busiest.
offer a call-back only if the number of staff on the phones goes below a threshold
is base on the number of calls waiting in the queue
Contact Dynamic Telephony and get expert advice on how a callback solution can help improve your customer service.
Comentários