After the grounding of all Boeing 737 Max 8 aircraft, calls to Air Canada’s customer service prompted a recording that said call volume had “temporarily exceeded the company’s capacity to answer or even place callers on hold.” While this was an extreme event, every call center faces the same problem at one time or another: Unpredictable spikes in call volume. These causes can be understood, even anticipated. However, as in the case of Air Canada, these peak periods can also come as a shock to the system.
While today’s tech-savvy consumers are using more non-voice channels to connect with businesses, the act of picking up the phone to quickly and verbally resolve an issue (complex or otherwise) isn’t going anywhere anytime soon.
The problem is that when calls spike, hold times spike, too. The effect of this on the customer experience is significant: 60% of customers will abandon a call after just one minute of waiting on hold. A quick glance at onholdwith.com confirms how much hold times infuriate consumers. If you want to improve customer loyalty and keep your CSAT scores healthy, you’ll need to make sure you have the right safety nets in place.