Managing Waiting Times

Time is money, so don’t keep me waiting!

Unfortunately, our commitment for streamlined, speedy service often hits a supply constraint.  We undertake the most informed planning and forecasting.  We roster our centre to compensate for peaks and troughs in call volume.  We invest in state of the art software to assist our agents.  But still, our accessibility at times just doesn’t make the grade.

Caller waiting time is primarily the concern of inbound call centres.  The customer wants to speak to us.  We know they are there, hanging on.  But we just can’t get to them without making them wait.  

Lengthy waiting in the queue will deliver a disgruntled customer to staff.  Unhappy customers lead to unhappy staff, and we know where it goes from there.

How can we make the wait less tedious?  What information can we gather from the customer without actually speaking to them?  Can we turn the wait into delivery of better service?

Let’s face it: most inbound callers will have at least a momentary wait while our sophisticated software screens the call.  Make sure this waiting time is used productively.  With a quick screen the call can be routed to the most appropriately skilled agent so as to minimise any further time on the line. 

We can go beyond screening and ascertain the nature of the call.  We should also be checking the status of the customer.  Do they have a loyalty registration?  Do they have particular service requirements?  It is in our best interests to determine if they are a frequent, high volume customer and get their call answered immediately.

Our pre-call information gathering has the added benefit of saving the agent from basic questioning and so reduces handling time.  The agent can take the call knowing the customer’s name, account details and the general nature of the call.  The waiting time has effectively lowered operational costs and improved overall accessibility.  Win/win for contact centre management and the customer.

But what happens to the customer when we do not have an agent ready at the end of screening?  We need to make their wait productive and less irritating.  Focus on why they have called and link complementary products or services.  A well scripted message with targeted service offerings is a must.  Include information that is interesting and useful to customers.  Try to make their wait seem less like a waste of time and more like a quick flick through an audio magazine.

Monitor how long your customers wait for your service.  Stretching the bounds of reasonable wait time will back fire.  Abandoned calls will become past customers.  Interpret the statistics that sophisticated call management systems can produce.  Whether it is rostering or recruitment that is required, do not under-estimate the end result of high abandoned call rates.

Keep in touch with the waiting customer.  Technology allows you to advise callers of the anticipated waiting period as well as the option for a call-back.  Let your customer decide.  Customers will appreciate knowing they have only three minutes to wait.  They will be even more appreciative with the option of a call-back if the wait is twenty minutes.

Finally, one thing that every agent can do, every time, is greet the customer warmly and acknowledge the inconvenience.