The numbers are starting to roll in from Thanksgiving weekend sales with the National Retail Federation reporting that combined in-store and online sales are estimated to reach $57.4 billion this year. Based on its survey, Black Friday was the biggest day for turnout with more than 92 million people shopping for apparel, electronics and more, up from 89 million last year.
With a record number of shoppers participating in holiday sales comes a deluge of customer service inquiries. For online retailers, inquiries may vary from problems at checkout to questions about return policies to gift wrapping options.
Some retailers were well-prepared to handle the influx. StellaService Analysts placed five calls on Black Friday to 60 online retailers and measured “Time to Live Agent,” or the time it took to reach a human representative. Where applicable, this includes time spent navigating Interactive Voice Response systems, or IVRs.
Just 10 retailers included in the study connected …