PRESS-NEWS.org - Press Release Distribution
PRESS RELEASES DISTRIBUTION

Hang up or hold on?

Study helps call centers know when patience is running out

2014-01-13
(Press-News.org) Contact information: Susan Guibert
susan.guibert@chicagobooth.edu
773-702-9232
University of Chicago Booth School of Business
Hang up or hold on? Study helps call centers know when patience is running out 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.

A recent study, co-authored by the University of Chicago Booth School of Business professors Baris Ata and Che-Lin Su, and published in the journal "Management Science," offers a more accurate approach to modeling caller patience than ever before, which could help call centers reduce customer waiting time on hold while helping businesses too.

"Knowing when a person decides to hang up or hang on is vital to streamlining call center operations, minimizing caller frustration and maximizing each customer service encounter," says Su, an expert in operations management.

More precisely predicting caller behavior can help call centers design better systems going forward as well as fine-tune those already in place; particularly important when companies plan changes in their business or major marketing promotions that produce a surge of calls.

"It's no use spending millions on advertising a new product, service or event if your call center can't cope with the customer response," says Ata, also a professor of operations management.

Improving call center speed and service makes everyone happier; customers are calmer, phone agents less agitated, and business gets done more quickly and efficiently. But these new insights can also help companies negotiate smarter contracts for out-sourcing such services.

"Since the model produces more realistic results for how long a caller will stay on the line, it enables a more precise estimate for the number of callers who can be served per hour, day and month," explains Ata.

Based on data drawn directly from 1.3 million calls to an Israeli bank's customer service center, the authors present a dynamic model of the caller patience and decision process. They tested their new model against previous research assumptions that caller patience never changes— even if the call center improves call priority and routing systems.

"The previous models used assumptions of caller abandonment that were easy to apply and analyze, but didn't provide a reasonable picture of people's patience," explains Su.

Four scenarios simulating changes in call priority handling were run with both models, proving that the older-style assumptions may be misleading, as they produce caller-abandonment predictions that can be off substantially — at times significantly overestimating how long a caller is willing to hang on, or somewhat underestimating a caller's tendency to hang up.

"When a call center alters its discipline to improve speed and service, add agents, or change call routing and priority, we theorized those things should influence caller patience—and our model shows that such improvements do indeed make a difference in whether people decide to hang up or hang on," concludes Su.

### END


ELSE PRESS RELEASES FROM THIS DATE:

Immune system development linked to leukemia

2014-01-13
Immune system development linked to leukemia Our defenses against infection can be weaknesses in causing cancer Scientists have discovered a genetic signature that implicates a key mechanism in the immune system as a driving force for a type of ...

Research uncovers key difference between our bodies' fight against viruses and bacteria

2014-01-13
Research uncovers key difference between our bodies' fight against viruses and bacteria Scientists at The University of Nottingham have discovered a key difference in the biological mechanisms by which the immune system responds to viral and bacterial ...

Study identifies population of stem-like cells where HIV persists in spite of treatment

2014-01-13
Study identifies population of stem-like cells where HIV persists in spite of treatment Recently discovered T memory stem cells may be long-term viral reservoir, potential targets for future treatment Although antiviral therapy against HIV suppresses ...

Scientists solve 40-year mystery of how sodium controls opioid brain signaling

2014-01-13
Scientists solve 40-year mystery of how sodium controls opioid brain signaling The findings pave way for new therapies for treating pain and mood disorders LA JOLLA, CA—January 12, 2014—Scientists have discovered how the element sodium influences the signaling ...

It's all coming back to me now: Researchers find caffeine enhances memory

2014-01-13
It's all coming back to me now: Researchers find caffeine enhances memory For some, it's the tradition of steeping tealeaves to brew the perfect cup of tea. For others, it's the morning shuffle to a coffee maker for a hot jolt of java. Then there are those who ...

Mutation discovery may improve treatment for rare brain tumor type

2014-01-13
Mutation discovery may improve treatment for rare brain tumor type Study findings could lead to targeted therapies for hard-to-treat craniopharyngiomas BOSTON, Jan. 12, 2014 -- Scientists have identified a mutated gene that causes a type of tenacious, ...

Non-coding DNA implicated in type 2 diabetes

2014-01-13
Non-coding DNA implicated in type 2 diabetes Variations in non-coding sections of the genome might be important contributors to type 2 diabetes risk, according to a new study. DNA sequences that don't encode proteins were once dismissed as "junk DNA", ...

Multi-institutional team finds targetable mutation in rare brain tumor

2014-01-13
Multi-institutional team finds targetable mutation in rare brain tumor BRAF mutation associated with other cancers appears to drive papillary craniopharyngiomas A team led by investigators from Massachusetts General Hospital (MGH), Brigham and Women's ...

Designer 'swiss-army-knife' molecule captures RNA in single cells in their natural tissue environment

2014-01-13
Designer 'swiss-army-knife' molecule captures RNA in single cells in their natural tissue environment Findings allow for better understanding of how tissue microenvironment affects gene expression in healthy and diseased cells PHILADELPHIA ...

Ultrasound directed to the human brain can boost sensory performance

2014-01-13
Ultrasound directed to the human brain can boost sensory performance Virginia Tech Carilion Research Institute scientists say ultrasound ranks with leading neuromodulation techniques in achieving spatial resolution Whales, bats, and even praying mantises use ultrasound as a sensory ...

LAST 30 PRESS RELEASES:

Thirty-year mystery of dissonance in the “ringing” of black holes explained

Less intensive works best for agricultural soil

Arctic rivers project receives “national champion” designation from frontiers foundation

Computational biology paves the way for new ALS tests

Study offers new hope for babies born with opioid withdrawal syndrome

UT, Volkswagen Group of America celebrate research partnership

New Medicare program could dramatically improve affordability for cancer drugs – if patients enroll

Are ‘zombie’ skin cells harmful or helpful? The answer may be in their shapes

University of Cincinnati Cancer Center presents research at AACR 2025

Head and neck, breast, lung and survivorship studies headline Dana-Farber research at AACR Annual Meeting 2025

AACR: Researchers share promising results from MD Anderson clinical trials

New research explains why our waistlines expand in middle age

Advancements in muon detection: Taishan Antineutrino Observatory's innovative top veto tracker

Chips off the old block

Microvascular decompression combined with nerve combing for atypical trigeminal neuralgia

Cutting the complexity from digital carpentry

Lung immune cell type “quietly” controls inflammation in COVID-19

Fiscal impact of expanded Medicare coverage for GLP-1 receptor agonists to treat obesity

State and sociodemographic trends in US cigarette smoking with future projections

Young adults drive historic decline in smoking

NFCR congratulates Dr. Robert C. Bast, Jr. on receiving the AACR-Daniel D. Von Hoff Award for Outstanding Contributions to Education and Training in Cancer Research

Chimpanzee stem cells offer new insights into early embryonic development

This injected protein-like polymer helps tissues heal after a heart attack

FlexTech inaugural issue launches, pioneering interdisciplinary innovation in flexible technology

In Down syndrome mice, 40Hz light and sound improve cognition, neurogenesis, connectivity

Methyl eugenol: potential to inhibit oxidative stress, address related diseases, and its toxicological effects

A vascularized multilayer chip reveals shear stress-induced angiogenesis in diverse fluid conditions

AI helps unravel a cause of Alzheimer's disease and identify a therapeutic candidate

Coalition of Autism Scientists critiques US Department of Health and Human Services Autism Research Initiative

Structure dictates effectiveness, safety in nanomedicine

[Press-News.org] Hang up or hold on?
Study helps call centers know when patience is running out