Busy Signals, Reroutes & Long Queues: Things Businesses Should Prevent

Endicott Blogs June 2022-2


When there are lingering questions about a product or perhaps ongoing issues with a particular service, people want to speak with knowledgeable representatives who can help them find answers and solutions. Having a live agent available helps to provide a level of customer service that people can appreciate. With a courteous voice on the line, ready and able to help, results can be produced more efficiently. On top of that, customized scripts can be followed to ensure agents are perfecting the customer experience time after time. These scripts can be updated as needed because we all know sometimes things change!

When you make an urgent or time-sensitive phone call to a business or organization, you expect a speedy and professional response. That’s true with everyone! The last thing anyone wants is to be greeted by an automation that reroutes them over and over. That monotone machine voice can surely send customers into immediate frustration when their needs are left unmet after minutes and minutes on the phone line. The customer experience should be world-class if it’s a positive reputation that a business hopes to secure. One little mishap or inconvenience can make all the difference in new and returning customers.

Call Fails: What to Avoid

Let’s face it, consumers today have high expectations. If a business intends to retain customers, they must make sure they check all the boxes when it comes to communication. There are a few things that customers never want to hear when they contact an organization with an inquiry. Having live agents who are highly trained can help to prevent these scenarios from happening. So, what should be avoided? Let’s take a look at the top three:

1. “Call back later.”

This makes callers feel as if their issues or questions don’t matter to the business. This should always be avoided! Asking a customers to call a different number or to try again at a later time jeopardizes the business relationship.

2. “Long queues time.”

When someone calls and hears that a queues time is several minutes or even up to an hour, they instantly tend to give up on the communication process altogether. With busy live and busy schedules, no customer wants to hear the dreary news of having to wait extended minutes to speak with someone.

3. “I don’t know.”

If the agent on the line tells a person they can’t help them, the customer likely will not return. This also creates a sense of frustration and makes people feel devalued. Having representative who understand the ins and outs of brand is crucial to success.

Most can agree that competent customer service representatives are truly the key to creating happy customers. Nurturing those conversations helps to shape how people view a brand in a positive light. Every single interaction should be considered of high importance. Keeping things personalized and smooth is what every business should strive for.

Customers want hassle-free and speedy care that produces results. Trained agents can help with maintained accuracy that leads to boosted sales and brand loyalty. Customer care and retention increases, while quality gives a brand the upper hand in a particular industry. The bottom line is, partnering with a trustworthy call center to help alleviate the stress of mastering the call process can help a business be great.

About Endicott Call Centers

Endicott Call Centers is a national call center company with omni-channel services. We are fully equipped to help you with your business and with any particular circumstances. We draw on decades of experience to help you make the right decisions for your business. 

Endicott offers full-service virtual receptionists and a wide variety of other services to help you run your business more efficiently. With Endicott, you have access to:

  • Highly-trained, professional Agents & Receptionists
  • Customized scripts
  • Live agents 24 hours a day
  • 100% US-based locations
  • English & Spanish Speaking Agents
  • HIPAA-compliant For Medical Support
  • 24/7 Solutions for Dentists, Legal offices, eCommerce, and many other industries

Full access to call management and tracking tools that enable you to regularly monitor and evaluate our performance and help you manage your business effectively

Please request a quote or call 800-947-3227 to learn more about our solutions for creating exceptional customer service experiences for your clients. We’re happy to offer our insight into what your customers and employees seek from your company.