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Best Time to Reach Contact Center

Contact Center

Customer service is not a one-sided platform. The customers have to think of the agents as well. You have to be smarter about the way you call customer service.

Some customers do not know that there are call centers that do not operate 24/7. As businesses build the right team of call center agents, you also have to play the part of a good customer. 

Best Time to Reach Out

The best time to reach out the customer service is in the morning. Meanwhile, statistics show that the best days to call are Wednesdays and Thursdays. The suggested time and day have the shortest average queue period. Moreover, we advise not to call on Mondays, it is the busiest day for call centers.

You do not want to experience longer queues, right?

But, if the company offers customer service on weekends, the best day to contact them is on Sunday. 

We have tips prepared for you on reaching a contact center agent easier. However, before that, you are responsible for checking the FAQs section. Check the company’s FAQs, the product description, return and refund, and other policies. Understanding these things beforehand is doing a favor to yourself and the customer service agent.

Although reading this information may take some time, it is best to handle it on your own first. 

Moreover, there are some issues that cannot be resolved in one call. So,  if this is not the first time calling for a complaint, it is best to ask for the same agent who picked up your first call—staying in touch with the same agent results in better continuity. 

Tips on How to Reach Contact Center Agent Easier

  1. Call at 7 AM. It is the best time to call the customer service center—the queue time when calling before noon is 70% shorter than in the afternoon. In observation, the longest queue times are between 3 PM to 12 AM.
  2. Be courteous. Call center agents are humans, too, and they have feelings. So, show respect and be polite even when you are frustrated with the product or service. If you are kind to them, call center agents will go out of their way to help you resolve the issue. 
  3. Prepare your inquiry. It is also your responsibility to do research and troubleshoot prior to calling the contact center. It makes your call brief and efficient if you already have tried some of the possible solutions.
  4. Ask for a manager when needed. Although call center agents are expected to have comprehensive knowledge of their products and services, there are instances that they cannot resolve in one call. When needed, you can ask for their manager. Sometimes, the higher authority who only knows how to resolve an issue.

Lastly, if your customer agent helped resolve the issues, do not forget to show your gratitude. Leave a positive review. However, you experience bad customer service, give them honest feedback to help the company provide better customer service.

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