Most support teams get this backwards.
They think longer calls mean better service.
“We want our agents to build relationships. Take their time. Don’t rush customers off the phone.”
Here’s what they’re missing:
9 times out of 10, your customer didn’t want to call you.
They called because something’s broken or confusing. They want it fixed. Fast.
So the best service you can give them?
Get their question answered knowledgeably, well, and as quickly as possible.
That’s the relationship builder.
Not keeping them on the phone longer because you think it shows you care.
The faster you solve their problem correctly, the faster they get back to their actual life.
That’s what great service looks like.
I’m Mark Danielson, and I help healthcare leaders reduce support costs while improving patient satisfaction.
Follow me for practical insights on cutting contact center costs, improving service quality, and modernizing operations without the tradeoffs.
