Call volume can be a problem. It can also be a lie. Certainly it can be both. Have you ever called for support and heard, “We are experiencing unexpectedly high call volume, please be patient.”
The next indicator of the big lie is to promote the URL that will get you to frequently asked questions or an English as a second language untrained chat support team.
Of course, as I reread my last few sentences I must consider if I am placing guilt without a fair trial.
This could prompt another question. Does your service provider or product support team have unexpectedly high call volume for months and months? I hope this signals a point well made.
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This probably isn’t the service you signed up for. It is the surprise behind the brand. It is the hope and the guess of the company you’re dealing with that this call, your call, will never occur.
In the 1990’s I managed a group that provided both technical and customer support for a variety of technology products. It was a good team, but burnout was often problematic.
Humans who work support lines (telephone or even email) have one commanding issue. Nearly all, that means 99.9% of the calls they take, are someone with a problem not kudos. It is demanding work and I tip my hat.
High Call Volume
You can understand why the call center may want to stretch the truth but it may be the slipperiest of slopes. Once the process starts, it seems like a good idea to continue. Continuance often leads to expansion. Expansion leads to a bigger lie.
Their forecast is often driven down to answering one question. What is the minimum requirement for retention? What will the customer tolerate instead of how will we delight our customers?
There is a solution to this madness. Tell the truth. Start at the beginning. Create a truthful brand and live up to expectations. Provide alternatives and be sure they work well.
A staff of one may be all that is needed for a few calls a day. A staff of ten that can’t handle another call is likely not unexpected, it is the sign of an untrustworthy brand.
Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer. He is a five-time author and the founder of Appreciative Strategies, LLC. His business focuses on positive human performance improvement solutions through Appreciative Strategies®. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.