I recently had a manager ask me why having a customer hold for over 10 minutes deserved a zero score. She rationalized her location’s long hold times by saying she had waited on hold for 30 minutes with a vendor when she called her corporate office. Although a 10-minute hold is better than a 30-minute hold, long hold times point out inefficiencies within a company or a department. The top reasons for having long hold times include:
1) short staffed
2) phones and/or computers go down
3) new business
How can you know if your customer service department
automated hold message
Automated Messages and Hold Music Can Create Angry Customers
Having irritating hold music or an out of date or out of tune automated message for your customers is the equivalent of having a sign on your door that says Keep Out. In customer service we often talk about hold time and how long a customer is willing to hold before hanging up. But how many of you have completely overlooked the customer’s experience while sitting on hold?
Many companies use an automated attendant to help during busy times. It is thought of as a way to help manage call volume. The automated attendant and its messaging should present an accurate impression of the company’s
