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Call Center

How poor customer-call management can cut into your bottom line

in Community/Employment

“Your call is very important to us.” We’ve all heard it when we call most businesses and government agencies these days.

Important — really? To businesses, what happens next in this interaction may mean the difference between retaining brand loyalty or losing a frustrated customer.

This is according to a host of North Bay and U.S. company officials and economists who weighed in with professional and personal experiences of automated phone system failings.

And now a national survey polling 1,000 U.S. adults backs up the source of sarcasm that’s worsened during the pandemic. The enraging circumstances are best summed up by a Facebook post: “Please stay on the line until the call is no longer important to you.”

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