Just this morning, I read an entry on the Customer Service Blog “Customers Are Always” that made a pretty bold claim about having a live customer service answer the phone on the first ring.
Normally, I agree with Maria Palma, and I heartily applaud her for carrying the banner for improving customer service.
However, in this case, I couldn’t disagree more. Here is the quote:
Is it possible to have a live agent answer the call on the first ring? You’re darn right it’s possible!
It is neither possible nor practical to answer every call with a live agent. The reason is simple: Call Volumes.
Just ask 1-800-Flowers.com how many calls they take on February 14th. Or, ask Apple how many iPod calls they receive on the day after Christmas.
In order to have a live agent answer the call on the first ring you would need to have hundreds or thousands of call center agents waiting for calls to come in on that single day. And when no agent is available, what do you get? Music on hold.
If done correctly, automation can (1) handle unpredictable and uneven call volumes and (2) make your existing call center agents more productive. When your customers’ needs are handled quickly and efficiently, they will thank you and they will become repeat customers.
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Nick,
Yes, I have to admit that I live in a fairy-tale land of customer service! lol However, I do remember reading an article about LLBean (I think it’s LLBean?) who answers every call on the first ring. But then, they probably don’t get the call volume that 1-800-Flowers does!
Thanks for waking me up from my dream!
“Is it possible to have a live agent answer the call on the first ring? You’re darn right it’s possible!”
Well, it is possible! Have they optimized every calls (O/I) being made? Like, getting rid of those dead-airs? I remember my colleague – black belt SS – discussed to how they’ve come up such initiative to accommodate more calls and to personalize more calls.. hope i’m making sense here.. lol!
Cheers!
Rodel
http://www.lagahit.com