Queuing for customer service from a call centre is rubbish. No more?


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237/365 That Special Kind Of Annoyed

In an ideal world when we have a problem with something we have bought most of us still would prefer it if we could pick up the phone and get through to someone straight away at any time of day or night. Right?

However, waiting in a queue when you call customer services seems to be a fact of life these days. This is unfortunate, especially when we consider the negative impact queuing has on overall customer sentiment and the customer experience when we are made to wait.

It’s not the fault of the customer but, in many cases, it is the customer who suffers.

Despite this negative impact, I believe that many large companies are not yet convinced by the economics of better and larger call centres with more integrated systems and, in some cases, more people.

Then, over the last few weeks, I’ve seen the following ad a couple of times on TV:

Being a big Star Wars fan it really caught my eye.

Offering a call-back service is not an ideal solution as it really is only a ‘patch’ over a company’s inability to deal with the demand on its call centre at certain times. For some firms, I fear, this is at all times if you look at the ‘Worst Waits’ research completed by WeQ4U recently.

But, a patch or fix like the one in the video can do wonders to the overall experience. It’s not ideal but it can make a good job out of a poor situation.

Why then don’t more companies implement more solutions like this? Is it about cost or resources or level of care or importance or ignorance or not wanting to be seen as a copycat or revenue erosion via premium call number use or what? Who knows? I’m sure the answer will vary from company to company.

But digging a bit deeper into the WeQ4U research shows that customers don’t have to wait for their customer service providers to introduce a call-back service as the folks across at WeQ4U have produced the WeQ4U App, which allows callers to get through to these call centres without waiting on the line AND without paying the premium call rate charges (up to 30p per minute) that many of these companies levy. Genius!

You can check out the iphone App here and the Android App here.

The app is developed by Matt King and his team at Orderly Software (Guys, you need to work on the look and feel of ALL of your sites) and their work is not limited to an app for customers. On their business side, they have also developed a software product that can help reduce the rate of call abandonment into call centres by as much as 90% and they can do this if they have their App or not. They already have some big clients on board already that you can check out here and here.

Great work and a much needed ‘patch’ to a seemingly perennial problem.

Thanks to sunface13 for the image.

Republished with author's permission from original post.

Adrian Swinscoe
Adrian Swinscoe brings over 25 years experience to focusing on helping companies large and small develop and implement customer focused, sustainable growth strategies.


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