How to reduce customer service response times

Getting a fast, accurate answer to their query is the number one priority for consumers when making contact with an organisation. Multiple studies, such as the ContactBabel 2022 UK Contact Centre Decision-Makers’ Guide and Enghouse Interactive’s own research back this up.

Whether it is on the telephone or digital channels, consumers expect to receive rapid responses. And their idea of rapid is continually shrinking. 90% of consumers demand an ‘immediate’ response to their question and for 60% of people this means under 10 minutes.

Being forced to wait has a major impact on customer satisfaction, contributing to lower CSAT scores, higher churn, and a poor corporate reputation for service.

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