The average length of a service call rose by several minutes since the pandemic started, according to call-centre analytics firm CallMiner. — Photo by Petr Macháček on Unsplash
Thanks to a trio of pandemic-era shake-ups – job vacancies, work-from-home, and chattier callers – customer-service wait times are soaring in the US.
The average length of a service call rose by several minutes since the pandemic started, according to call-centre analytics firm CallMiner. During the Covid-19 lockdowns, callers were so desperate for human contact that they started “talking about the pandemic, talking about the vaccines, talking about the political climate”, said CallMiner chief technical officer Jeff Gallino.
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