Customer Experience News & Trends

The worst thing you can do in busy times

Every contact center has unique tactics to deal with the busiest times. But here’s one trick no one should ever try.

Customer satisfaction will almost certainly drop if you encourage this type of behavior in your contact center:

Supervisors at the Department for Work and Pensions (DWP) in Carlisle, England, told short-handed staff members to pick up ringing phones during daily peak hours and say, “Due to the high volume of inquiries we are currently experiencing, we are unable to take your call.” Click.

Customers didn’t go for it, according to the News & Star newspaper. Instead, they increased their complaining – and calling.

A better approach: Post your busiest hours, or mention them in your wait time recordings, encouraging customers with non-urgent issues to contact you during your slower times.

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