Anyone who has ever had to call a company for any reason will tell you that there are few things more frustrating than being put on hold for an extensive amount of time. Not only does it aggravate you to know that you are wasting your own valuable time, but it leaves you feeling unappreciated by the company. From a company standpoint, this can often lead to loss of business – which you never want.
Social media makes things worse
Companies are constantly looking for solutions to this but unfortunately, smaller budgets and an inflated number of incoming calls can make it more difficult to keep hold-times down. However, with the power of social media, bad customer experiences can spread like wildfire. In fact, websites like onholdwith.com make it a point to showcase how often people around the world are taking to social media sites, like Twitter to express their frustrations with the customer service of a company. So while you already have one unhappy customer, millions of others can now see that you have been associated with poor service.
You will lose customers
According to a 2013 Global Consumer Pulse Survey from Accenture, 62% of customers would go elsewhere after having a poor customer service experience. Do you really want that to happen to your company? Probably not.
What can you do?
Instead of losing your customer-base due to an inability to answer calls in a timely manner, it may be best to start thinking about enlisting the help of a qualified professional call center company. For starters, this is a great alternative to spending a fortune on hiring someone in-house to handle phone calls. Additionally, you won’t have to sacrifice your valued employees’ time to constantly field calls that have little to do with their department. The call center representatives of A Personal Answering Service are specifically trained in customer care and their service is much more affordable.
Put an end to the endless hold-times and loss of business. Contact A Personal Answering Service Inc. to learn more about how our services can help your company grow.