The 2015 holiday shopping season is well under way. Black Friday and Cyber Monday have come and gone, and now we’re into the home stretch before the holiday break. I’m keeping a loose eye on Twitter and it appears that a lot of people are tweeting out to companies about being on hold for an atrociously long period of time and they are, of course, not happy about it. Nobody wants to be stuck on hold any longer than they need to be, so I can sympathize with these people. Contact centers should be prepared to handle the influx of calls that are no doubt going to happen during this time period and should be able to adjust accordingly.
Rather than reinventing the wheel, I’d like to direct you to a post I made earlier this year about one of my own personal on hold experiences. Have a look here and see if you can relate to any of these thoughts I put down about the situation.
In my experience, when being on hold waiting for a CSR, I am usually calling in a negative way, like downgrading a service or flat out canceling my account all together. The last thing I need is to sit in a queue for dozens and dozens of minutes, giving me more time to become irritated that I am even calling in in the first place.