Hiring a good number of agents to answer calls promptly makes a world of difference. Making clients wait for a minimal period of time (if at all) makes them feel that they are important. This, in turn, won’t make them think twice about making requests or calling up for other services. It’s about keeping customers happy.
Customers would more often than not, come back for more business transactions in the future, once they see that agents attend to their needs even after putting down the phone. This, in turn, boosts the company’s image.
The angry flock being referred to has to do with customers. The customer, as anyone in the call center industry knows, is the key factor that to a successful business. Turn customers into Angry Birds and you’re surely headed for disaster.