• Calls are answered within 20 seconds, otherwise it’s a big mistake for call centre

    In a recent Time article, I read an interesting article – Follow the Leaders.  What captured my attention was the instant noodle in China market, as we are working on a client in the similar industry.  Then, I saw the following from an online travel reservation site.  I will share with you what I have experienced after dinner with mom this evening. When Ctrip customers dial in, their calls are answered within 20 seconds. “Otherwise it’s a big, big mistake for our call centers,”James L. Tang, vice president of sales and marketing says.  Ctrip is an online travel reservation based in China, holding 54% of China’s online travel market by…