Waiting in phone queues, listening to hold music, dealing with automated systems and attempting to speak to a robot who seems to be wilfully misunderstanding you.
We know it’s annoying, but now it’s official. A poll of 2,054 adults revealed that 67 per cent of admit we are “annoyed” by being left waiting on the phone, a third of us feel “stressed”, while 19 per cent just get plain “angry”. In fact those exasperating phone experiences have made a habit of making the lists of the most annoying things about modern life – sometimes more than once! “Waiting on the phone” was 8th in ‘I’s’ top 50, whilst call centres AND automated phone systems managed to both make it into the top 100 most annoying things about modern life published in the Telegraph.
Not only is it proven to be irritating, it could also be bad for your health. At least according to stress expert Dr Roger Henderson commenting on the results of a poll of more than 2,000 adults, “When stress levels rise, a range of health problems can begin to develop. They include high blood pressure, chronic anxiety, headaches. When waiting in queues this stress can manifest as a racing heartbeat, sweaty palms, irritability, anger, frustration and muscle spasms.”
It doesn’t have to be that way
So it’s no surprise that a recent trail, in which Vetsec‘s call answering and overflow calls services managed to eradicated call waiting times, turned into a permanent contract.
Vetsec operates on a basic principle which couldn’t be further from call centres, call queues and automated answering systems – improving your customer service.
The Facts of the Trial
The client was formerly using a queuing system before Vetsec took over overflow calls on a two week trial.
This system left the average caller waiting more than two minutes, with some unfortunate customers waiting as long as eight minutes before speaking to an operator.
During the Vetsec trial, in which Vetsec’s team of fully-trained Virtual Veterinary Receptionists replaced the queuing system, the average wait time reduced to just 20 seconds, including transferring each caller to the right person to deal with their enquiry!
We think we can do it better than queuing systems, as does our new client.
2 minutes Vs 20 seconds, it’s your call.