GoResponse Telephone Answering Service Staff

Queue time significantly impacts customer satisfaction

Many call centres across the country are chasing optimised customer satisfaction scores in a bid to better serve their clients and boost their bottom line. It is no secret that queuing time can have a major effect on callers’ satisfaction. However, it has been suggested than if telephone answering services have achieved a pick-up time of 45 seconds, they are unlikely to improve satisfaction levels by improving pick-up time even further.

If people have to wait at the end of the phone for telephone answering services to pick up for a long period of time, it can quickly escalate to a negative experience. For this reason, many companies aim to bring their pick-up time to 30 seconds or below. However, setting such a low goal might not actually provide more benefits. In fact, customers will often only complain about wait times when their problem is not resolved.

At the other end of the spectrum, making people wait for 90 seconds or more is likely to hit customer satisfaction scores negatively. This is not an automatic failure; providing these customers with first contact resolution combined with an agent skilled in superior listening can often turn matters around.

Queue time is likely to remain a major consideration for call centres in the long term, whether it relates to people waiting on the phone or the time it takes for agents to respond to social media requests. However, it is vital to analyse data because striving for too short of a pick-up time might not have any impact on consumers’ satisfaction.

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