When a customer calls a business, they expect quick answers and a smooth transaction.
However, this is not always the case, and customers often end up having a subpar calling experience.
Below are some of the top complaints customers have when dealing with a business’ phone system and how you can resolve them.
The point is not to make the subject sound more important than it is. The point is to make it easier to use. When a business understands the basics, it can make better decisions without getting pulled into noise, jargon, or a feature list that does not solve the real problem.
“I just want to talk to a human!”
The practical value is communication. When the phone system is clear, customers and employees can reach the right person without extra effort. That sounds simple because it is, but it is also where many businesses lose time. The problem is rarely one dramatic failure. It is usually missed calls, repeated messages, and small delays showing up often enough that people start treating it as normal.
What to notice
Customers typically call businesses with questions or complaints, but often they get greeted by a lengthy automated message and soon find they have no way to speak to a real person.
Getting more complex issues resolved by a robot is no easy feat, and many customers tend to hang up in frustration (about 67%,
according to research from American Express
!) when they do not have the option to speak to a real person.
Solution:
Get your customers spending less time with automation and on-hold music. Why are your callers experiencing high waiting times?
- Reports: Vaspian’s “Peak Calling Time” report shows each hour of the day on a weekly/monthly/ yearly basis. Finding a ‘peak’ time may mean inserting additional staff during those periods so you have more humans available for your customers to speak to.
- Creating ‘rules’ within your network architecture with Vaspian so that no calls are ever on hold for too long or unanswered.
This is why the details matter. A business does not need more complexity just to look prepared. It needs a setup that matches how people actually work, how customers actually ask for help, and how the team responds on an ordinary day. Good systems tend to feel quiet. Bad systems make themselves known.
The best version of this is not loud. It is a process that is easy to explain and easy to use. People should not need to understand every setting behind the scenes to get the benefit. They should only notice that the next step is obvious and the experience feels less difficult than it used to.
“I’m STILL on hold?”
The practical value is communication. When the phone system is clear, customers and employees can reach the right person without extra effort. That sounds simple because it is, but it is also where many businesses lose time. The problem is rarely one dramatic failure. It is usually missed calls, repeated messages, and small delays showing up often enough that people start treating it as normal.
Why it matters
If you have ever called a large business, you know what it means to be on hold for long amounts of time. Customers can be patient, to a point, in order to have their issue resolved, but eventually they give up when someone does not answer their call.
Solution:
Vaspian provides customized ‘hold’ time allowing your customers to hear about your company and listen to promotions which cuts down the impatience.
Also, armed with Vaspian’s ‘
’ your managers will have live analytics on how many callers are on hold, this very moment. Should your customer hang up, you’ll also have reports and call logs showing your abandoned calls, and you’ll even be able to use the call logs to call your customers back!
This is why the details matter. A business does not need more complexity just to look prepared. It needs a setup that matches how people actually work, how customers actually ask for help, and how the team responds on an ordinary day. Good systems tend to feel quiet. Bad systems make themselves known.
The best version of this is not loud. It is a process that is easy to explain and easy to use. People should not need to understand every setting behind the scenes to get the benefit. They should only notice that the next step is obvious and the experience feels less difficult than it used to.
“If I get transferred ONE more time…”
The practical value is communication. When the phone system is clear, customers and employees can reach the right person without extra effort. That sounds simple because it is, but it is also where many businesses lose time. The problem is rarely one dramatic failure. It is usually missed calls, repeated messages, and small delays showing up often enough that people start treating it as normal.
What to notice
When customers call a business, they hope to speak to the one person who can tell them what they need to hear.
What customers cannot stand is getting bounced around between multiple representatives who cannot answer their questions. Being transferred repeatedly is extremely frustrating because a customer has to keep re-explaining their problems.
A survey from Consumer Reports National Research Center reported that
were transferred to representatives who could not help them with their issue.
Solution:
Vaspian offers ‘ring group’ assignment allowing you to CHOOSE how your phone’s ring allowing you to ring a few extensions (maybe the most qualified) and then to everyone.
can also be altered to allow highly frustrated customers to immediately transfer to a manager
This is why the details matter. A business does not need more complexity just to look prepared. It needs a setup that matches how people actually work, how customers actually ask for help, and how the team responds on an ordinary day. Good systems tend to feel quiet. Bad systems make themselves known.
The best version of this is not loud. It is a process that is easy to explain and easy to use. People should not need to understand every setting behind the scenes to get the benefit. They should only notice that the next step is obvious and the experience feels less difficult than it used to.
“That person was supposed to be a professional?”
The practical value is communication. When the phone system is clear, customers and employees can reach the right person without extra effort. That sounds simple because it is, but it is also where many businesses lose time. The problem is rarely one dramatic failure. It is usually missed calls, repeated messages, and small delays showing up often enough that people start treating it as normal.
Why it matters
While of course you aim to employ only the most professional and experienced employees, sometimes you run into instances of poor customer service that is never acknowledged and therefore fixed for future interactions.
Solution:
Your focus should be on top customer service at all times, which is where phone software, such as speech analytics can come in handy. You can record your calls and receive complete transcriptions of each to analyze and improve.
Vaspian offers speech analytics software and other top tier phone services guaranteed to turn your customer complaints into compliments.
Give us a call at 1-855-827-7426 and transform your business today.
This is why the details matter. A business does not need more complexity just to look prepared. It needs a setup that matches how people actually work, how customers actually ask for help, and how the team responds on an ordinary day. Good systems tend to feel quiet. Bad systems make themselves known.
The best version of this is not loud. It is a process that is easy to explain and easy to use. People should not need to understand every setting behind the scenes to get the benefit. They should only notice that the next step is obvious and the experience feels less difficult than it used to.
FAQ
Here are a few common questions about top customer complaints when calling a business and what it means in day-to-day business.
Why does top customer complaints when calling a business matter for a business?
It matters because it affects how customers and employees move through everyday work. When the process is clear, people spend less time dealing with missed calls, repeated messages, and small delays.
What is the most important thing to get right?
The most important thing is making the next step clear. A business does not need a complicated setup if a simpler one helps people reach the right person without extra effort.
How do you know when the current approach is not working?
You usually see it in repeated friction: delays, confusion, missed handoffs, or people creating workarounds. Those are signs the process needs attention.
Does every business need the same solution?
No. The right setup depends on how the business works, who needs to respond, and what customers expect when they reach out.
Where should a business start?
Start with the places where people already get stuck. Fixing the obvious friction first is usually more useful than chasing a long list of features.
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