It's obvious that keeping customers 'on hold' is something of a necessary evil in the modern age. But while consumers might recognize that these sorts of situations are perhaps inevitable, that doesn't leave your business free to prolong calls forever.
Once again, this can be seen as an active concern in the world of healthcare. Pioneer Press has a story on this subject, and how it allegedly took callers attempting to reach MNsure, the Minnesota health exchange, nearly 100 minutes to get in touch. Not only is that longer than the runtime of some feature films, it also seems to be an increase from the already sluggish average time that was observed just a week before.
A press release from this organization quoted its CEO Scott Leitz on the importance of solving these problems in order to keep customers engaged and increase the amount of enrollment.
"MNsure must do better," he said, simply. "If there are problems or mistakes, we will acknowledge them and fix them."
It's not just civilian consumers who suffer in this situation: according to a tweet from Scott MacFarlane last month, John Boehner's line stonewalled a DC health representative for more than half an hour of "patriotic hold music."
It can be astonishing how long it actually takes to reach a "live answering service." The name alone should denote a group of people always ready to handle concerns and quick to respond. But, fortunately, the call center company that you take on can speed up the process and lead others to reconsider how dull a process this might be.