Managing Wait Times to Reduce Customer Frustration
There are two types of people in the world: those who hate waiting, and those who really hate waiting.
Patience used to be a virtue; now it’s an endangered species. And that’s important when you run a contact center, as one of your most important objectives has to be the reduction of wait times.
You might think one minute on hold before an agent picks up is no big deal; but get out a stopwatch and let it tick off one minute while you sit and do nothing – which is what your customers are likely doing as they wait for an agent to respond.
So the challenge is reducing average speed of answer. One way to do that is to shorten all of your calls so agents can handle more calls each day. Here are a few ideas on how to make that happen.
- Skills-Based Routing: Agents that specialize in certain types of calls will almost always be able to handle them more quickly.
- Automated Processes: Switching from spreadsheets to workforce management reduces average handle time.
- No Cold Transfers: If a call must be transferred, always make sure the customer’s relevant data is transferred as well, so the same questions won’t have to be asked a second time.
- Reward Top Performers: Give an agent a special prize for reaching maximum number of calls per shift – as long as they’re achieving this goal in a way that also provides courteous and attentive service.
Monet WFO is an affordable and easy to use cloud-based workforce optimization software solution that will boost your contact center’s efficiency in myriad ways, including the time it takes for agents to greet callers.
Workforce Optimization Newsletter – October 2018
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