When we have a problem or have questions, most people’s preference is to talk to someone directly on the phone. This historically ranks higher than email and web self-service. At the end of the day, we want the fastest path to resolve our issue and waiting for a response to an email or trying to navigate through a vendor’s website isn’t always the best way to fill that immediate need for assistance. However, contacting a call center is not without its own imperfections.
Here are callers 3 biggest complaints:
- Phone Menus – We all know the drill, “If you’re calling for A, B or C, Press 1. For D, E and F Press 2″ But wait, I’m calling for A and Z??? Who should I talk to? While the technology has advanced leaps and bounds as of late w/ IVR (interactive voice response) customers are still frustrated w/ the amount of time it takes to get to a person, much less the right person to help them.
- Please Hold – Waiting on hold “forever” to get to a customer support representative is also a big cause of frustration for customers and don’t even get me started on hold music or advertising!
- Repeating Information – Another big time waster is repeating information. You’ve just spent time giving your account information to a representative and explaining your issue, but they need to transfer your call to another group or escalation point. . . and you have to start from square one again.
Whether you need assistance in selecting the best call center application for your business OR you want to make sure you’re getting them most out of your existing application, Teltek can help! . . .give us a call !
Teltek is a Certified Avaya Business Partner, NEC Dealer, and Microsoft Partner with two locations in the Baltimore Metropolitan area. We specialize in providing one call technology support for small to mid-sized businesses and nonprofits in Maryland, Washington, DC, Virginia and Pennsylvania.