Having a short wait time for your customers that call your business is a no-brainer, right?
Unfortunately, most companies find it difficult to staff appropriately to keep wait times under 60 seconds or so (which independent studies have confirmed is the most consumers will wait before becoming frustrated). And to make matters worse, even when a company does have staffing in place for normal fluctuations in volume (Mondays are usually heavy call days) other factors such as shipping delays, website problems or other technical glitches can cause calls to spike.
Events or lack of planning that cause spikes in call volume can quickly lead to problems with chargebacks for subscription or continuity billing based businesses. When callers become frustrated because they are unable to get to a CSR cancel or get an RMA to return an item, they begin weighing the pros and cons of just calling their bank and refuting the charge. Whether consumers are upset with themselves for not cancelling or not happy with the quality of the product, a few days of long hold times can adversely affect a company’s credit card processing relationships.
What to do? Consider using a customer self-service solution, which integrates directly into your CRM/CMS and allows customers to cancel, get RMA’s, etc. to handle a portion of your volume.