![]() ![]() It really depends primarily on two variables,: So is there a clear answer as to which (Position in queue versus ETA is better? No the answer to the question is unfortunately it depends. Now customer cannot tell the difference between 20 and 30 seconds on an ASA (Average Speed of Answer), but they can tell between 20 seconds and 5 minutes. Here is the question: “ What is your position on announcing what number ‘in queue’ a customer is, through the IVR (Interactive Voice Response system)? Or instead announcing current hold, or estimated time to answer (ETA)?”Īs background to the question, I would remind you that “Customers want what we want” and they want to be answered quickly. Let me know whether you agree with the response and how you would handle this issue in your contact center. We recently asked this question and thought that the topic was worth sharing. Join The Taylor Reach Team and Be Your Own Boss.Identifying Thousands of Customer Contact Points.Contact Center Onboarding Training Redesign hits Breakeven in 3-Months.Revenue Generation, Returns and Cancelations.Marginal Account Management – Food Services. ![]() Outbound B2B Lead Generation for Multinational POS Organization.Special Report: Financial Call Center Best Practice.Special Report – Toward a Multi-Channel Contact Center.Special Report: Closing the Revolving Door.Starting a Call Center or Contact Center. ![]()
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