Contact Centers: Two Habits of Successful Contact Centers

Average call handle time is a good example: By expecting reps to spend less time on the phone with your customers, you may end up frustrating callers who were rushed off the phone, says eGain. “Instead of thinking of a customer call as an expense, also look at a customer call as a unique opportunity to delight a customer and a great opportunity to advise the customer about solutions and upsells,” note the authors. “Research shows that a customer who has a problem with a product, contacted the business and had their problem solved well is likely to be far more loyal to the business than someone who has had no problems with the product.”