People Hanging Up On Call Centers
from the just-can't-take-it dept
It really is a pain to try to call in anywhere for customer support these days. Hold times seem longer. The horrible front end menus are impossible and the people you speak to tend not to be very helpful. A new study has shown that more people are hanging up rather than going through the whole process. One reason why, though, is that people are calling "on the go" from their mobile phones -- and if they reach their destination before they talk to someone, they just hang up. Also, the study found that offshoring and outsourcing have very little to do with the trend. The problems are pretty much the same across the board. Instead, the real problem is a serious lack of training for those who work in call centers, meaning that those individuals are unable to help callers with their problems. This is a massive problem, because, while callers may be hanging up, many of them will be calling back again and again until their problem is solved -- and that's costly for the company. Those who give up completely will make sure it's widely known how bad the product is, which can be very damaging for sales. What's amazing, still, is that companies treat existing customers so bad. Someone should do a comparison and see how long it takes a customer service rep to answer compared to how long it takes a sales rep to answer at the same company.