“Dead air” kills customer confidence and sucks the life out of customer satisfaction. While ten or twenty seconds may not feel long for a contact center agent who is busy solving customer issues, it feels like an eternity for customers, decreasing customer satisfaction. Similar to waiting for an email response, the customer has no idea what is happening on the agent end. When customers experience an extended period of silence, the purpose behind making a call is lost. But when customers really need a solution fast, they call under the rationale that 1) they will interact with a real person and 2) that calling will solve their issue on the first try. If their problem is not time sensitive, they may email or post to social media. When customers are on the phone with contact center agents, they want their issues solved as quickly as possible-that’s why they called in. More and more, customers desire first contact resolution when contacting businesses. This increase in phone interactions is a result of growing customer impatience with inefficient services. Projections show that number climbing to 162 billion by 2019. Last year, an estimated 77 billion calls were made to businesses from mobile devices. The number of phone calls made from a mobile device to a business each year has increased steadily.
Despite the surging popularity of social media and text messaging, traditional phone interactions are still occurring by the billions when it comes to B2C interactions.
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