01 March 2015

You are Number 31: Managing Call Center Chat Capacity

Chat can be an efficient channel to handle a customer service problem. But call center managers should probably not offer them when there is no capacity for handling anticipated volume. This recent experience on the New York Verizon queue shows what can happen. The wait time, surprisingly, wasn't terrible -- about 30 minutes -- but I suspect many customers would not have been willing to wait for a 31-person queue to subside.

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