A day is made up of 24 hours. This is typically broken up into eight hours for sleep, and 16 remaining hours for whatever it is we wish to do. With today’s fast-paced lifestyle, however, a lot of folks find themselves wishing for longer days—more time than the given twenty-four.
If you really think about it, your company’s customer service call center is likewise given only so much time to handle calls.
Answering the telephone for instance, must be done as soon as possible. Making callers hear more than a few rings is a big no-no. Too many rings only means that you’re not interested or are too busy to pick up. And this is what drives callers away.
Once those calls are answered, inbound call center reps must likewise remember that there are other callers waiting in line (or on queue). This means they can only spend so much time on each call. This, in turn, means that call center agents need to get as much “business done” in the soonest time possible.
Is this possible, you ask? Well, you’ll just have to catch us again to find out.