What are the most important things that customers expect from a call center? When I call a help desk or tech support number I don't expect to wait more than 10 minutes before my call is even answered by a recorded voice. Customers don't want to wait. They will voice out their displeasure. Filling up that waiting time with ads about your product and promos is not going to add to a better customer experience. When I call customer service I do expect a resolution to my concern and a fixed time when I will see that resolution. Else, customers call back. It is a good policy to be honest about resolution times and work flow. Explain to the customers why this takes that long. State the company policy and the reason for such a policy. Give the customer options, even third party options. Basic information to the customers should be free. I don't understand why customers have to pay for information about a company's product. Free customer support is testament to the com...
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