Customers hate waiting for engineers to show up. The hours drift by. Clocks tick slower. They may have taken the day off work, but feel unable to start anything productive in case the doorbell rings. Fury builds. They call the contact centre – they’re told to keep waiting.
It’s unacceptable. And in the 21st Century totally unnecessary. Solutions exist to provide customers with an accurate forecast of when field service agents will arrive and how long the job will take.