By Peter Lyle DeHaan, PhD
My website FindaCallCenter.com features a directory of call centers. All the information listed has been submitted by the businesses themselves. To ensure the information is current and accurate, I periodically email each call center, asking them to review and confirm their information.
The lack of response—and the slowness of response—to my recent verification effort was appalling. Only 25 percent responded to my first email message, while 11 percent of the addresses generated a failure notice.
The majority of those responding did so the first day, but many trickled in over the next week.
For the second email message to the remaining non-responders, 13 percent replied, but only one third did so within one day, with the rest taking up to five days. For the third and final email, only 5 percent responded.
Altogether, only 37 percent responded at all; 13 percent had non-working email addresses; 50 percent apparently received but did not bother to reply to any of the three messages. Furthermore, of the minority who responded, only about half did so on the same business day.
We live in a world that expects a response and wants it immediately. The above dismal results—which are likely applicable to all industries—suggests that merely responding to email on the same business day would make your organization stand out.
How sad. Few consumers will be patient that long. Stand out even more, and strive to respond within an hour—and the sooner the better.
Read more in Peter’s new book, Sticky Customer Service, to uncover helpful customer service tips, encouraging you to do better and celebrating what you do best.
Peter Lyle DeHaan is an entrepreneur and businessman who has managed, owned, and started multiple businesses over his carer. Recurring themes included customer service, sales and marketing, and leadership and management. He shares his lifetime of business experience and personal insights through his books and posts.