March 11, 2005
Call-Center Callers Now More Impatient
A new survey indicates that customers trying to get through to call centers are hanging up faster than ever. 65 seconds of canned music is all the average caller will tolerate, and with the number of abandoned calls rising from 5% in 2003 to 13.3% last year the need for quality call center service is quickly increasing. This growing impatience comes at a time when the number of calls to call centers is increasing by 20% per year. For those companies already sending work to offshore call-centers, such data should point to the importance of hiring a quality firm. For those who have not made the move, this report may indicate that the number of employees necessary to ensure a waiting time of below 65 seconds requires that labor cost-cutting measures like offshoring must be taken. Turkish Weekly Reports:
When automated phone message systems are taken out of the equation, where customers have to pick their way through multiple options and messages, the number of abandoned calls is even higher - a sixth of all callers give up rather than wait.
Read More: Call Center Users 'Lose Patience'
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