…because we do not have hold. In 2011 our customer service department averaged 118 minutes of phone calls each day. Stop and think about that for a minute. In this crazy, chaotic world of waste management and waste optimization, our Customer Servicephones rang for less than two hours each and every day. That, and I am bragging, is amazing.
If you do the math it is almost beyond belief. We are representing hundreds of thousands of dumpsters in locations tucked in every corner of the U.S. and Canada, yet there is no reason for our customers to call. Our system is so finely tuned that we are able to anticipate our clients needs and get that need translated to our other partner, the haulers, before there is any reason for them to pick up the phone and call us.
One hundred and eighteen minutes. 118 minutes. That is less than two hours out of a 24-hour day. We provide live operators, based in Connecticut, available 24-hours a day. OK, OK…I already know what you are going to ask. Why are there multiple operators if the phone never rings? Well, Customer Service is not simply about answering the phones. We contact our customers, we contact our haulers but most importantly we contact those locations where it seems a pick up should be due. Our algorithms are so finely tuned we have a pretty good idea of when the trash needs to go.
We will never get to zero. Your business has spikes and those spikes translate into pick-ups. If you get new fixtures then you have unusual trash and your dumpster is full before we know it. Tired of being on hold? Tired of listening to Muzak? Tired of complaints from the field? We were tired of all that and we decided the key to success was to eliminate the hold altogether.