Cloud based voice services provider Natterbox, recently published some interesting research on call centre customer services. It found that 39 per cent of people are only prepared to wait up to five minutes for their call to be answered, which only four per cent of those surveyed would wait longer than 30 minutes. The top five telephone gripes of those surveyed were:
1. Being on hold for too long – 80%
2. Not being able to speak to an operator – 63%
3. Having to repeat customer details – 59%
4. Too many press one, press two options – 51%
5. Pre-recorded messages on how valued you are – 48%
It’s particularly interesting to see that almost as many people find the pre-recorded messages (which providers believe reassure customers and encourage them to stay on the line) irritating, as those that don’t. Internet providers were also revealed as having the worst call centres, with 31 per cent of respondents naming them as the worst for customer service. However, banks emerged relatively unscathed with the majority (34 per cent) saying they provided the best telephone experience. Ansaback 24/7 call centre is all too aware of the annoyance of being on hold for too long, so our standard answering SLA is that we answer 80 per cent of call within 20 seconds and and all calls are answered by a live call handling agent.
For more information on how we can help you deliver an exceptional customer experience please contact our sales team on 0800 072 9191.