Hang up or hold on? Study helps call centers know when patience is running out
Monday, January 13, 2014 - 13:30
in Mathematics & Economics
Press "1" if you're tired of being on hold! Nobody likes to wait, but since customer service can't be packaged to sit on a shelf ready when we need it, everybody has to "get in line" for help from banks, credit card companies, stores, healthcare or tech support. These days, that usually means dialing a call center somewhere in the world, which makes understanding caller patience increasingly important.