Say 'Adieu' to Long Hold Times

In our fast-paced world, time is of the essence. Customers expect quick and efficient service when they reach out to professional service providers. Long hold times not only test customers’ patience but also negatively impact their overall satisfaction.

Impact of Long Hold Times

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.

Addressing Long Wait Times Using Bilingual Call Centre Reps

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.

Sample Scenario: How Bilingual Call Centres Can Help Insurance Brokers

Imagine an insurance brokerage company that caters to a diverse customer base. To provide excellent customer service, the company decides to partner with a bilingual call centre. Here’s the result:

Language Support

A potential customer, Mr. Dubois, who primarily speaks French, calls the company seeking information about a new policy. In the past, the company’s English-speaking agents struggled to understand Mr. Dubois’ needs, leading to confusion and prolonged hold times.

However, with the support of bilingual agents fluent in French, Mr. Dubois can communicate his requirements comfortably. The bilingual agent efficiently addresses his questions, provides accurate information, and ensures a seamless experience.

By eliminating language barriers, the company significantly reduces hold times and enhances customer satisfaction.

Culturally Sensitive Assistance

Mrs. Duval, a French-speaking policyholder, calls the company to file a claim after a recent automobile accident. Understanding the importance of cultural sensitivity, the bilingual agent converses with Mrs. Duval in French, putting her at ease and demonstrating empathy during this stressful situation.

The agent’s cultural understanding helps them navigate the specific nuances of the claim process, resulting in quicker resolution and reduced hold times.

Mrs. Duval appreciates the personalized assistance and recommends the company to her French-speaking friends and family.

Extended Availability

The insurance brokerage company operates in multiple time zones, serving customers with varying schedules. Late one evening, Mr. Blanc, a policyholder with limited English proficiency, encounters an issue with his homeowner’s insurance. Frustrated with the thought of waiting until morning for assistance, he decides to contact the company.

Fortunately, the bilingual call centre provides 24/7 support, enabling Mr. Blanc to speak with an agent fluent in his native language, French. The agent swiftly addresses his concerns, minimizing hold times and ensuring customer satisfaction, regardless of the time of day.

By partnering with a bilingual call centre, the insurance brokerage company successfully addresses the challenges of long hold times. They are able to provide efficient and personalized customer service, resulting in increased customer satisfaction.

Ultimately, this collaboration strengthens the company’s reputation, attracts a wider customer base, and contributes to business growth.

Long hold times can have a detrimental impact on customer satisfaction. However, by leveraging a bilingual outsourced call centre, professional service providers can streamline their operations and reduce these delays.

By saying ‘Adieu’ to long hold times, professional service providers can create a more positive and efficient customer experience, ultimately strengthening their reputation and fostering customer loyalty.

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.