Whether you resolve simple customer issues slowly or quickly has a big impact on the quality of the conversation.
If your conversation is over 3 minutes, you increase the likelihood of a dissatisfied customer by 25%.
In fact, conversations over 8 minutes take up 38% of the total conversation time in contact centers.
Therefore, it is important that you practice how you handle typical inquiries and listen to your best colleagues. This results in both increased capacity in the customer center and fewer dissatisfied customers.