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By Monica Paul, Marcomtec / Magic MasterMinds


Please hold, our system is loading… I am sure each and every one of us have heard this at least once in the past year. Hearing this phrase can be very annoying, especially when the client is busy and in a hurry!

I need this internet service to work properly now; this is the third time we have the same problem this week. I am paying for it, and I can’t be waiting for your system to ‘load’…”r4i-system-date-error

I’m sorry for the delay, please hold…” is the reply I get.

My perception as a client is clear, as a technological services provider they are supposed to have the most innovative systems, at least this is the way they portray themselves. Sadly, the opposite seems true:

  1. The internet service is slow
  2. The client support system is slow and unreliable

Conclusion: This is a ‘slow’ company and not the type of provider whose services I’d like to use. After some research I changed my home office internet provider.

How many clients are lost this way?

How many times have you heard: “Don’t consider this provider; they offer the best when they are selling, but when a problem arises and you call them the customer experience is a nightmare!”

John Timko from LabTech Software explained that according to DMG 80% of clients like to have telephone customer care; however only 8% said they received good service. On Twitter, 50% of unhappy clients post their complaints, but only 16% receive a positive response.

One of the biggest issues and the focus of client complaints is the time ‘on hold’.

According to Forrester, 75% of clients phoning a customer service call centre consider the “time on hold” to be way too long.

Mark Charleton from Blue Solutions explained that this slow deployment may have several origins, however other than those caused by major disasters, the system’s deployment can be perfectly monitored and overloads prevented if the network runs the adequate RMM environment. In other words, there is no reason to have the clients ‘on hold’ while the system deploys.

Mark also shared some tips and best practices to set up a successful contact center infrastructure:

  • Work with your IT department before implementing contact center-specific solutions.
  • Compliance is an organization-wide commitment. IT may have an overall security plan that contact centers must adopt. For example, individuals that require access to archived calls that may include card data must be specifically authorized to access this information.
  • Make sure order entries, new customer applications, and any other customer data bases that agents frequently access mask out payment card details and other sensitive information.
  • Find out how current recording software handles PCI-DSS compliance. Some vendors do not have a solution. Others may require deleting entire interactions that involve card transactions, making it impossible to conduct quality evaluations on those calls or retrieve them for compliance or verification purposes.
  • Ensure maintenance of strict processes that prevent agents from jotting down card numbers for later entry into the customer data base.
  • Make sure your network and each device used in the contact center is continuously monitored and managed by an RMM solution with capabilities to prevent systems overloads and slowdowns; automate regular updates and maintenance tasks, and give effective help desk attention to the users.

Our system is loaded… What can I do for you today?”

With RMM technology safeguarding your contact center network you are guaranteed more satisfied clients, an optimized operation and more business with less investment.


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