Long wait
If a company has a customer support hotline, then the waiting time is a very important indicator. People cannot wait half a day for an answer and want to get an answer to their question as quickly as possible. Research shows that the critical waiting time is the threshold of 2 minutes. After this time, most customers will hang up and will not wait for an answer. 34% of them will not call back. This means that you can lose about a third of your potential customers just because you do not respond to their requests quickly enough.
A long wait time indicates why choose our service one of two problems or a combination of both. First, perhaps the demand for your product is very high, and the current team of specialists simply cannot cope with the flow of calls coming to the line. In this case, you need to increase the number of employees. While you are selecting competent specialists for the job, the current operators should do everything so that the client does not have a negative impression of the communication. It is necessary to apologize on behalf of the company for the long wait and try to solve the consumer's problem in one call.
Secondly, you may lack automation. To operate a call center efficiently, you need software that can optimize the solution of routine tasks. This could be an answering machine providing information on the most popular questions. The quality of customer service will increase, and the number of calls and the time it takes to wait for an answer on the line will decrease.
Responding to customer complaints
Lack of required product
If a product is out of stock, it is certainly a good sign for the company. It means that the product is popular. But your customers cannot wait forever for delivery. They will demand to place a special order or constantly be kept informed whether the desired product is available, or they will go to competitors.
Customer support specialists usually do not have information about delivery times. But they should immediately inform management about what is happening. In addition, you can offer customers to use a special mailing containing information about the receipt of goods.
The need to repeat oneself
Customers hate to tell different specialists about their problem several times. This usually happens when the operator transfers the consumer to a more competent employee.