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According to research , 75% of customers say that they were “highly annoyed” when they couldn’t get someone in a reasonable amount of time. Customers always loathe long waittimes. Therefore, you need to have bilingualagents ready to handle online chat when needed.
Consider, for example, if some of your team is located in Florida or Puerto Rico, and a massive hurricane hits, sending your service down and halting your call center operations.
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