When 1,100 customers were surveyed, 60% of them said that waiting on hold for one minute was too long, and 63% would prefer a callback instead.
Whether it’s a technical issue, billing inquiry, or general support, being forced to wait for an extended period can lead to dissatisfaction and a poor customer experience.
Putting customers on lengthy holds makes them feel neglected, undervalued, or that their concerns are not being addressed promptly. This negative experience can tarnish the reputation of your company and even result in customer churn.
To combat long hold times, you can turn to bilingual outsourced call centres for support. Bilingual agents, fluent in English and French, can efficiently communicate with customers in their preferred language, eliminating the need for language barriers and misunderstandings. This streamlined communication process results in faster issue resolution, reducing customers’ overall time on hold.
Bilingual call centres also provide round-the-clock support. This expanded availability ensures that customers can reach out for assistance at any time without encountering long hold times.
At On Call Centre , we deliver exceptional customer support 24 hours a day, seven days a week, 365 days a year—sometimes 366. On Call Centre has been providing tailored, fluently French/English bilingual answering services and call centre services to small business owners (professionals, trades) and customer support departments (government, high tech, property management, healthcare, emergency clients) serving Ottawa , Montreal and Toronto —and all over Canada —for almost 50 years.