Tag Archives: Customer Experience

Does “queue time” really impact customer loyalty or satisfaction?

Does “queue time” really impact customer loyalty or satisfaction?

Queue time is one of the many metrics contact centre mangers optimize their staffing models around. Simply put,  this metric measures the time the average customers spends waiting in queue for an employee to answer his query. This simple metric has many names within the multi-lingual contact centre industry; average wait time, average speed to answer and many more.

For a long time ACD stats used to be the only way to acquire reliable metrics, the contact centre industry simply had no other choice. Those stats and the metrics they produced used to be our only “compass” when it came to reading efficiency and effectives of customer service.

But as the customer service landscape is changing, so are the metrics, and new possibilities arise and take the scene by storm.

“Net Promoter Score” and “Customer Effort Score” are nothing new for leading brands and many business managers. Those two metrics are designed to measure customer lifetime value, focusing on long term values instead of short term cost optimization only.

The best part about introducing and implementing new metrics is the opportunity to correlate them against the old ones.

Are we optimizing towards the wrong metrics?

Customers can be perfectly happy and pleased with the customer experience even if they had to wait 15 minutes or more in queue, what matters is the outcome and the customer journey up until the very end.

But as with all metrics, there are flaws. Net Promoter Score and Customer Effort Score take a huge negative impact from just transferring a call to another agent – this kills the scores almost instantly.

So you can only imagine what happens when a customer query needs to be transferred to multiple agents.

Instead of the “out with the old, in with the new” approach, the contact centre industry needs to embrace the best of both worlds, instead of “hopping on a bandwagon” once again.

You can’t just swipe the complaints under a rug in the digital age.

You can’t just swipe the complaints under a rug in the digital age.

Keeping a complaint quiet in the digital age is unrealistic, so unrealistic that it boggles our minds when news of such actions (and their inevitable failure) surface.

Let’s not forget that it will backfire and tarnish (or even destroy) any credibility the brand has online.

In case of a complaint, 19% of internet users would post an online review, possibly on the products web page, and 14% would use social media to “bash” the service or product if they are not happy with the quality they are receiving.

So what solutions are we proposing? Make the best out of the worst case scenario:

  • keep the customer informed and update him on any progress
  • reassure him that you are doing all that you can to fix the issue
  • fix the problem, or reimburse the customer
  • follow up after the situation is resolved

That way despite the initial problem, the customer experience will be a positive one that will leave a lasting impression.

Download the latest white paper from Genesys “The Power of One”

Download the latest white paper from Genesys “The Power of One”

This hot white paper will show you how taking a different, more holistic approach to social customer service and aligning it with the usual customer service strategy allows you to transform customer experience and embrace the new digital era,.

New communication channels are used as a catalyst to re-imagine the relationship between company and customer in ways that will benefit both.


  • The Rise of the Mobile, Social and Web Relationship
  • Voice Remains an Island
  • The Human Touch
  • The Power of One: Digital Customer Service

Click here to download: The Power of One

Mistakes are bound to happen, learn from them.

Mistakes are bound to happen, learn from them.

Mistakes will happen, especially in a dynamic environment such as a multi-lingual contact centre – deal with it.

But, in order to reduce errors to the minimum you have to learn from those mistakes.

More often than any contact centre manager would like to admit, customers are contacting “us” time and again for the very same reason or regarding the same issue. Some of these repeat calls could be quickly resolved; brain-storming sessions with contact centre agents would provide beneficial insight regarding what process’s work and provide real value to the customers.

What seems to work on the business end doesn’t have to work as smooth for the customer.

Also don’t forget to update the company website, include a FAQ (Frequently Asked Questions) section and appoint “custodians” of the self help database.

All these step will also improve first contact resolution.