My website FindaCallCenter.com features a directory of call centers. All the information listed has all 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.Few consumers will be patient that long. Stand out and strive to respond within an hour—and the sooner the better. Click To Tweet
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.
Wordsmith Peter DeHaan is a magazine publisher by day and a writer by night. Check back each week for updated content, and look for his upcoming book, Woodpecker Wars.