How Long Should You Wait on Hold?

How Long Should You Wait on Hold?

I hear the comments every day…..”You won’t believe what happened to me yesterday!”   …. “I waited almost 40 minutes to get through” ….”You’d think they’d hire more people to answer the phones”….” I can’t believe I waited that long only to get transferred”…”That’s the last time. I’m moving my business”.....… and so on.

Hold times can last up to 13 minutes

 

Granted, working in the communications industry, I might be exposed to more of the complaints than the average worker but it is certainly a sore spot when someone has a poor experience with a company’s customer service organization.

We’ve all made that dreaded call during our lunch hour to try and ask a question about something, maybe your cell phone, your cable bill, insurance bill, or even in the worst cases, the calls to file for unemployment benefits or Cobra insurance coverage.  I personally have had loads of these experiences, with some hold times exceeding an hour.  And that is FRUSTRATING.

Take a look at a couple of these examples of hold times from CBC News…..

      1.   Continental Airlines, 13 minutes
2. Air Canada, 10 minutes
3. IRS (Personal), 9 minutes
4. Amtrak, 9 minutes
5. AT&T Customer Service (General), 8 minutes
6. Delta Air Lines, 7 minutes
7. Southwest Airlines, 7 minutes
8. JetBlue Airways, 6 minutes
9. ACE Hardware, 6 minutes
10. AARP Healthcare, 5 minutes

Shocking, huh?  Not really.  I actually would argue that the time to get a resolution is actually longer.  How many times do you get transferred and put back into the queue?  Something to think about?

We each have tolerances in our business in order to balance operating costs with customer satisfaction.  The discussion here is what level of hold time are you willing to accept before you start losing customers?  And as hold time goes up, you WILL LOSE customers.  That’s a fact.

I have seen many statistics pop up over the years to measure hold time. “ATA” or “Average Time of Answer”, “AHT” or “Average Hold Time”, “TIQ” or “Time in Queue” are just a few that come to mind.  I actually use this statistic as a major selling point.  My feeling is providing a service with little or no hold time presents a professional solution and portrays a service orientated company.  If the operations of a firm are designed around short hold times, it means the company cares about its customers and will go to any means necessary to deliver a first class customer experience.  This is the type of company where I want my business to go.

Where do you put your business and why?  Do you think hold time affects customer retention rates?  Let’s find out what we all think…….

…….And just for the record, my company, Granite Telecommunications, answers all  customer service calls with a live person on average in less than 8 seconds 24x7x365……..

Technology Reflection 2013

As 2013 comes to an end, we all have a couple of slow weeks to close that last big sale before the Holidays, wrap up our loose ends in the office, and plan for a great start to 2014.  By reflecting on what went well this past year, and reviewing those challenges that didn’t quite go the way we hoped, achieving a quick jump out of the gate for next year is possible.

One thing we have seen over the past couple of years is a quantum leap in new technology.  Cell phones are changing by the day, from the iPhone5 to the Galaxy 4, the iPad has developed into the 2^nd generation iPad Mini and iPad Air, and wireless and cloud IT services have skyrocketed.  

Technology Adoption Graph

So how do we decide on our business plan to incorporate the changing technologies?  Do we jump right in with the newest equipment, or do we sit back and wait for the kinks to get worked out?  That’s a great question. If you’ve been in sales or marketing, I’m sure you seen some variation of the graph to the right.  Some people are “Innovators”, some are “Early Adopters”, some are in the “Majority” and still others are “Laggards” when it comes to adopting new ideas and products.

A small percentage of the population falls into the early and late stages of technology, but 68% of the market falls into the “Majority” phase.  This is the market that successful businesses typically target.  While some companies are “Innovators” (think Apple), many of the Fortune 100 companies adopt their business plans to focus on winning the “Early Adopter” market. 

So how does this affect your business?  Working in a Channel Sales management role, I often see my Partner’s dealing with changes in their product sets from their vendors.  Many providers simply eliminate older technology and change their compensation plan to drive Agents to their newer technologies.  After all, a good sales person will take about 5 minutes to break down a new comp plan and sell what makes them the most money.  I know I do…......but does the sales person make more money selling new, unproven technology?

If I had a $1 for every time someone told me the following statement, I’d be a very wealthy person and would probably be retired :

“ I don’t sell your company’s type of services anymore.  My customers don’t have a need for that any longer”.  

Wow!……..that would be a powerful statement if it were actually true.

Selling the new technology is certainly flashy and gives the appearance to your prospects that your company is on the “Leading Edge”.  The problem is, focusing on the new technology being pushed by your provider can effectively limit your prospect bucket.  As 68% of businesses don’t adopt new technology right away, according to the “Adoption Graph”, you’ve immediately reduced your market to 32% by thinking this way.  In order to avoid this issue, I recommend to my Partners to consider switching to another vendor for their current product set, while integrating the new technology via their existing vendor who is targeting the “Early Adopters”.  By incorporating this process into a business plan, you’ve effectively maintained your prospect bucket at nearly 100%, meaning almost every company you talk to can buy something from you.

By offering the newest and greatest products through one vendor and older, more proven technology through a 2^nd, 3^rd, or 4^th vendor, you have a more complete product line and can meet a variety of customer challenges.  This will ultimately lead to more sales.  I can’ think of the last time I visited a car dealer who sold only one model, nor does Walmart carry only one brand of TV’s.  Why would you limit your agency’s portfolio by eliminating a product set used by 68% of businesses.

During these last couple weeks of 2013, take the time to reflect on your product portfolio and determine if it makes sense to try and hit all sections of the “Adoption Graph”.  You may see it helps make 2014 a better year!

100MB, 10GB, 2 TB? Where Does It End?

 

Bandwidth, speed, RAM, CPU’s, storage, backup, video, mobile, wireless…..bluetooth……crazy isn’t it?

We have evolved so quickly with our technology that the communications industry is in full acceleration mode.  A mere 20 years or so ago, dial-up internet was being born.  The US Postal Service was delivering free disks to us offering programs like “150 Hours Free” of dial-up internet from companies like Delphi, AOL, Prodigy, Earthlink, Ziplink, UUNET, NetZero, and Juno. 

Only a few years ago, DSL was the new trend for businesses and homeowners.  DSL provided a major upgrade over the 9600 “Baud” or “Bd” available on dial-up modems.  DSL is still available today and can reach speeds of 7MB or faster.

To jump forward, T1.5, DS-3, OC1, OC3, coax, FIOS, fiber, Ethernet over copper “EoC”, and Ethernet over Coax provide loads of bandwidth options in today’s market.  The need for bandwidth is growing so quickly, cellular technology, once thought of as the answer to our needs, is having a hard time keeping up.  With the onset of 3G, 4G, now 5G devices, cell network providers are struggling to meeting the needs of cellular users.  Many cell providers are currently deploying “hot-spots” where they provide a land based bandwidth option to off load some of the traffic on their cellular network.  

Remember these types of ads?

To utilize all this bandwidth come new devices.  No longer do we buy the “10MB computer for $5999”.  Now we have laptops with 1TB hard drives and 5GB of RAM, tablets, smartphones, iPads, iTouchs, Droids, Kindles, and even desktops.

While the improvement in peripheral equipment has been incredible, this has led to a need for even more powerful back office processing…..namely the onset of the “Cloud” technology.  The advantage of the “Cloud provides IT departments the capability to maintain enterprise level processing equipment with little or no CAPEX expenses.  The Cloud providers are in the business of providing state-of-the art equipment and security to private companies. With the click of a mouse, a company's IT Director can increase servers, add RAM, double storage space and many more conveniences.

Today’s cloud providers maintain secure, state-of-the-art data centers across the United States and provide inherent redundancy for your data.  It’s nearly impossible to keep up with the advances in technology and bandwidth today.  For a private company, technology is quickly passing by the capabilities of the average IT staff.  The cost of constantly upgrading in-house equipment, increasing bandwidth, staffing, security, power, backup, etc is heading beyond the reasonable expectations for any company but those in the Fortune 100. 

So where are we heading?  I’m guessing we’ve all got some great ideas and some good speculation?  I’d enjoying hearing your thought and having my readers participate in the discussion…..any comments, thoughts?

If you’re looking for direction or advice on your networking or processing needs, please drop me an email at dave@davehanron.com or reach out to me via Twitter @DaveHanron and I’ll be happy to help.