No matter the product or service you buy, there may come a time you need to contact customer service about it. But when is the best time to call customer service?
Many people wait until after they’re done with their work day, typically in the evenings. But that could create a logjam for the particular company you’re trying to reach.
Here is the best day and time to call customer service
While many companies offer online chat, there’s nothing like calling customer service to speak to a real person.
Cloud-based contact center TalkDesk.com analyzed millions of daily phone calls to sort the best times that consumers should reach out to customer service. Here are their findings:
Best time to call customer service: 7 a.m.
The average call center wait time is 70% shorter in the morning, according to TalkDesk.
That means you may have to wake up early to deal with your issue. In other cases, perhaps you can plan to report to work later than normal so that you can make the call.
Best days of the week to call customer service: Wednesdays & Thursdays
Based on the shortest average wait times, Wednesday and Thursday are the best weekdays to call customer service, according to TalkDesk. The average wait time is 37 seconds on both days.
However, you should avoid calling in on Mondays when wait times tend to be at their longest.
If the company provides customer service on the weekends, Sunday is the best time to reach them. Average customer service call wait times are 19% shorter on that day, TalkDesk says.
3 steps toward great customer service
1. Keep calm: Always maintain a professional decorum when talking to a customer service rep. Irate customers can turn off helpful customer care reps. The old adage, “You’ll catch more flies with honey than vinegar” is very true in this case.
2. Ask to speak to the same agent: Some companies like T-Mobile allow you to deal with the same customer service representative time and again. All you need to know is their reference number. If they don’t provide it, ask for it.
3. Always have documentation: When you call a company, you need to be armed with as much information as possible. That would include your account number, your current and past bills, and any other records that could help you.
Want to learn more about how to deal with a customer service representative? Here are six keys to getting great customer support every single time.