The Relationship Between The Customer And The Call Centre [Infographic]
Thoughts?
How long will you stay on hold before you hang up? More than the average of 5 mins? less?
Would you get rid of a service if they repeatedly kept you on hold?
Discuss! :-)
I have waited for up to 30mins before only to be told my problem couldn't be fixed! enterprisepe
I think 30mins was my record as well, good old NTL technical support. "have you switched your router on sir" hmmm what a bunch of monkeys... British Telecom has to be up there in the nightmare automated you can never talk to a human category  Generally seems to be utility and comms providers that are the worst! Great info graphic though, also a good lesson on how to create link bait and generate traffic 
I actually warn them before they tell me the generic stuff, it gets really annoying when they talk to you as if you don't know what you're doing. The only real satisfaction there is to calling a call center with a problem, is when they are proven wrong Thanks, Dreamraven
Over 4 hours to a well known popular boiler manufacturers technical / customer support line. When the phone eventually was answered, it was done so by a subsidary company who said they couldn't help. I use this as an example to customers when choosing a new boiler and advise them to do the telephone test, if the phone isn't answered within a few rings and you are actually speaking to someone then the product overall is pretty much useless. Thanks, Barney
WOW. 4 hours?! And great, the 'telephone test' is a great way to test out how you would be treated in the future as a customer.. just make sure you ring the support line and not the sales! We all know how quickly the sales line will be answered :P Melanie
Norwich Union insurance company were better (only 8 hours) on a 0870 number, needed to make a claim on the car would they answer the phone, would they heck. Then called their freephone sales line to purchase insurance within 2 or 3 rings they had answered. I really laid into the poor operator who answered and eventually hung up on me I did send them the telephone bill, which after a lot of argueing they paid up. Never renewed my insurance with them again though..Thanks, Barney
Customer service is a major part of any business. Even if you are a B2C. This cultivates customer loyalty. Customers are what will make your business grow. as the saying rightly goes "Customer is King". alicemenezes
Loving the infographic melanie! I have to say I probably am one of those people who are statistically average when it comes to how long I will wait. Unless the problem is urgent. Usually I find either my problem can't be fixed or I get passed around various different teams. I do like the live chat features lots of websites are now adopting, as it doesn't cost you to wait half an hour for someone to answer YCO
I can wait as long as i can but all depends upon the importance of thet particular call or if it is of no importance i will not hung up for few seconds MarkSmithBvs |
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