The Correlation between an Assistant’s Time Spent on the Phone and Customer Satisfaction

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The correlation between an assistant’s time spent on the phone and customer satisfaction is not something that many people think about. The way in which an office assistant spends their time on the phone can have a huge impact on how satisfied customers are with their service, which in turn impacts revenue. The following blog post will explore different strategies for increasing customer satisfaction by reducing wait times, without sacrificing quality of service.

3 Things to Know about the Future of Customer Satisfaction and the Contact  Center - Livevox

Healthcare industry

Customer satisfaction is especially important in the healthcare industry. The way an office assistant spends their time on the phone can have a huge impact on how satisfied patients are with treatment. It impacts revenue and more importantly patient health. The following blog post will explore different strategies for increasing customer satisfaction by reducing wait times, without sacrificing quality of service.

Research on correlation between an office assistant’s time spent on the phone and customer satisfaction

The correlation between an office assistant’s time spent on the phone and customer satisfaction has been researched extensively over the past few years due to its high importance within various industries (including healthcare). The ways that many companies attempt to increase this correlation include: hiring additional assistants, changing schedules. So they work less during peak call times or enforcing stricter rules about answering calls quickly upon receiving them; however there is one readily available solution that not enough companies are using: call recording.

The ability to record an office assistant’s conversations with customers can help managers identify any areas of improvement and also provide a great tool for training new assistants. 

Call Analytics by Aspect software

The correlation between an assistant’s time spent on the phone with a client and their satisfaction levels was studied. Using Call Analytics by Aspect software in partnership with The University of Miami International College of Business (ICB). The study revealed that shorter call times result in higher customer satisfaction scores for both small merchants (<$100K) and larger businesses (>$100K). It means that they are more likely to return or recommend your business if assisted quickly over the phone. The research also found that the average time spent on a call was longer for businesses with lower customer satisfaction scores.

The study showed that…

According to a recent study, there is a correlation between how much time your customer service representative spends assisting customers over the phone.

The average amount of time spent per call was four minutes with half of it being devoted towards helping customers solve their problems right away.

In addition to this research, results from interviews showed that agents are confident. They can resolve most issues within five minutes or less if given enough support tools. However, only 40 per cent say that they have the necessary tools to resolve customer issues in this time frame. The study also revealed that businesses with lower satisfaction scores had agents who spent more time on each call.

Dissatisfaction of customers

The main reason customers are dissatisfied with customer service is because they feel unheard or misunderstood; spending too much time on a single call can be frustrating for both parties involved.

“The average contact center employee spends about eleven hours each week interacting through multiple channels like email, chat, social media, etc.” (Huffington Post). The above statistic emphasizes why it is important that companies invest more into their employees’ training when it comes to inbound contact.

Time

The average time spent per phone call is important. Because it directly impacts the customer’s satisfaction level, whether they are calling for billing or account information questions.

The more time an agent spends on a single phone call may affect their job performance score. This can mean losing out on opportunities to advance within the company.

The study also concluded that shorter call times result in higher customer satisfaction scores for both small businesses and larger companies. The research shows that many customers are not satisfied with the level of service they receive over the phone. Because it takes too long to resolve their problems.

Resources and training

Businesses need to invest more into resources and training when it comes to providing great support over the phone if they want their customers’ experience using a business’s contact center to be positive. The amount of time an agent spends on each call directly correlates with how much value your company is placing on its relationship with its clients; therefore, we encourage you to take this data seriously as well as conduct further studies within your own organization. For further information you can visit our website at https://ncreportcards.com/.

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