It is not always well received when the customer has to stay on the line because you need to ask a colleague for advice.
Because if customer service agents need to seek information in their conversations, the likelihood of dissatisfied customers is 23% higher than otherwise. In addition, this type of conversation is 60-80% longer than average conversations.
Therefore, you should map out which problems your employees have difficulty solving and help them improve by giving concrete examples of good and effective solutions. This can reduce the total conversation time by as much as 10% in most organizations.