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Improving efficiency in the call center

Businesses that want to increase customer satisfaction and improve brand loyalty should consider structuring call center incentive programs so that employees are encouraged to get to new callers quickly.

The average consumer will spend up to 43 days on hold over the course of their lifetime. This can significantly influence their opinion of an organization as more than half of customers report getting upset about long waits, according to a new study by TalkTo.

Businesses that want to increase customer satisfaction and improve brand loyalty should consider structuring call center incentive programs so that employees are encouraged to get to new callers quickly.

Reducing wait times is a straightforward way for companies to generate greater customer satisfaction. The survey found that up to 80 percent of callers are put on hold, generally for 10 to 20 minutes. This aggravates patrons who are increasingly busy with work and family and want answers immediately

“People are busy, so why are businesses making them wait on hold?” said Stuart Levinson, co-founder and CEO of TalkTo.

New technology could help call centers manage their callers more effectively. Studies have shown that the use of social media and text messaging to interact with companies has jumped in recent years. The new channels also reduce the number of calls a company receives as consumers are more inclined to research information on websites or their mobile devices before resorting to contacting a call center.

As the technology becomes more widely adopted by consumers, businesses will need to train employees to balance multiple communication channels. Call center incentives can provide the means to reward those who have shown the ability to smoothly handle new technology.

These initiatives can help build a culture that consistently provides engaging and professional services capable of solving the customers’ problem. The TalkTo survey found that 48 percent of consumers believe calling a business is unproductive as staff are often unable to resolve their issue. Encouraging workers to remain on the line until the customer is completely satisfied could boost client retention and help drive repeat sales.

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