Travel Service Centers: What Happens if a Call Isn’t Answered in One Minute?
One minute doesn’t seem like a very long time. But try this: get a stopwatch or a watch with a second hand, and time out one full minute while sitting and doing nothing else. It will probably seem much longer than you think.
Now, imagine a hotel customer service or call center travel agent customer waiting on hold that long.
If this is happening often at your hospitality contact center, you might want to consider some changes. According to the advertising analytics company Marchex, 62% of callers will abandon a call if they’re not speaking to an agent after one minute. And no, those “your call is important to us” pre-recorded messages aren’t doing much to change their minds.
Don’t Stop There
Of course, just picking up the phone quickly won’t result in a happy customer. It’s what agents do next that also counts. Reading a scripted greeting that launches the information gathering process is a fairly common practice: “Thank you for calling ABC Industries, where the customer always comes first. My name is Bob, can I have your account number please?”
Nothing really wrong with that, but the Marchex survey also found that something simpler, more personal and more courteous can also be more effective. A greeting as basic as, “Hello, how are you today?” can put a customer at ease, and add a personal touch to a professional call.
The ultimate goal is always more customer satisfaction. If too many minutes are going by without calls being answered, it may be time to look at a workforce management solution that will help you make better forecasting and scheduling decisions, so you’ll always have enough travel agents available to promptly pick up calls.
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