Posted on: September 14, 2022 Posted by: Article Need Comments: 0

Nobody likes to wait and when it comes to running a business, nobody likes to keep their customers waiting. There is a common sense of disliking call centers, nobody likes them. Most businesses that employ call centers do so reluctantly. The people who work there frequently would prefer to be somewhere else. Think about it, whenever you would have confronted call centers via a call, you must have felt frustrated.

There is always a reason behind a problem and there are multiple reasons why call centers make you wait forever. The article rightly focuses on deciphering those reasons. To get an adequate answer, first, we need to understand the basic operations of a call center.

How does a Call Center Operate?

You could believe you are calling a branch of your bank, your internet service provider, or the manufacturer of your computer when you call a call center, but you’re probably not. You’re more likely to speak with someone who works for a Business Process Outsourcing (BPO), a business that specializes in the unpleasant task of resolving client complaints.

Many businesses utilize offshore call centers for financial reasons, but just because they respond to your call more quickly than a local one doesn’t mean it will be easier or less frustrating. In fact, it is completely the opposite.

As businesses learned how frustrating it is to use Interactive Voice Response (IVR) and receive complicated instructions over the phone from people who can’t understand you or speak well, offshoring has declined in popularity. Some businesses aggressively market the fact that they have regional call centers.

But the thing about contact centers is that they put a lot of emphasis on throughput and are very goal-oriented. Accordingly, X% of incoming calls must be returned within Y seconds. Of course, it’s more complicated than that, but that’s a general concept. Like any other business, a call center also focuses on maximum output and great customer satisfaction.

So if customer satisfaction is such an important parameter for call centers then why do they make the callers wait for eternity and reduce their appeal? Let’s find out.

What is the Exact Reason Why We Have to Wait?

Call centers take resources from businesses, particularly those that offer technical help. There is a fine line between how annoyed a business can tolerate its consumers and how much the business is ready to spend to appease those customers.

Therefore, contact centers aim to staff as closely as possible to the number of calls they anticipate using historical data and sophisticated algorithms. This indicates that there is never enough staff which becomes one of the reasons why they have to keep their customers waiting for a solution.

Although call center projections, which typically operate in fifteen-minute intervals, are incredibly accurate, staffing may not always be as needed.

First of all, it’s not always possible to staff according to the forecast properly. Some intervals will thus be sacrificed for the greater good as long as the service level can be met for the day. Then there are the real employees, who tend to be young and can be very unreliable depending on the economic circumstances. The forecasts provide for a certain level of absenteeism, although occasionally this is exceeded.

When Is the Best Time to Call?

There is no one specific ideal time to contact a call center. Typically, you only call when necessary. There are too many variables involved to provide a clear answer; however, if your call is not urgent, the following suggestions may be helpful.

Let the Mondays Go

In call centers, Mondays are typically busier days, especially if the facility is closed on weekends. Mondays can also have greater staff absence rates.

Call On Sundays

Calling on Sundays may be advantageous, but only if the center you need to reach is open on that day. People frequently think they will be closed, so it is worth checking.

Call On Vacant Hours

On weekdays, the time from 10 AM to 12 PM is typically crowded, ensuring not to call on these specific hours.

How to Fast-Track Your Call?

Following are some of the best options to fasten your call-

  • Listen closely to the IVR. It might provide you with knowledge about service disruptions or other well-known problems, allowing you to end the conversation
  • When you finally get through, be prepared with as much information as you can: your account number, phone number, PIN, the model of your product, the precise text of any error message, or anything else that is pertinent to your inquiry
  • When speaking to someone, be courteous. They are generally attempting to assist you, but it is not their fault if you are having a problem

Think Of Calling as a Last Resort

Avoiding calls altogether is the greatest strategy for reducing call duration. Check all the connections and power cycle everything if you’re experiencing a technical issue. If you see an error message, look up a fix online. You might be able to do anything straightforward on your own.

If there are any service interruptions, upgrades, or other problems, check the business’s website or Twitter feed. There can be other options besides calling, including online chat or email assistance. Response times on web chat are frequently quicker than on the phone, especially if the question is straightforward but looking for a solution via email support can take up to a few days.

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