Call Center: Email Response Times Are Too Long

Many telephone call centers are becoming “contact centers” focused on both phone and email customer service. So the same discipline used for telephone wait times, needs to be applied to email response times. But that doesn’t seem to be happening.

A recent Toronto Star article called “Responses to emailed queries take too long“ shows that “Only 31 per cent of these companies replied within 24 hours in this year’s survey – compared to 33 per cent last year and down from a high of 63 per cent in 2002.” To read the rest of the article, click here: http://www.thestar.com/Business/article/448603#