Responding quickly to clients is an essential part of being a company’s trusted IT provider. A slow response can lead to prolonged downtime, harm business continuity and even increase security risks. So why aren’t they calling you back? There are several reasons, but we’ve listed the most common.
1. Large workload
IT providers often have multiple clients and projects simultaneously. If your IT provider happens to be an internal IT team, they may not have the “man-power” to support the full company. If they are overwhelmed with work, they may struggle to respond to all calls promptly.
2. Lack of resources
Your IT provider might be short-staffed or have limited resources at hand. This leads to taking a longer time to handle customer issues and thus, delays in returning calls or providing proper support.
3. Technical issues
It’s possible that your IT provider is experiencing technical difficulties of their own. This can include their phone system and communication tools, which can be provided by a third party.
4. Miscommunication or lost messages
There might have been a miscommunication or problem with message delivery. If your IT provider doesn’t have an organized system for receiving, tracking, and addressing client issues, it can lead to prolonged response time and a lack of transparency.
5. Prioritization of requests
Your request might be considered lower priority compared to other urgent issues or critical projects they are currently handling. Especially if your IT provider doesn’t have dedicated departments for the different facets of IT support, they may not give it immediate attention.
6. Lack of responsiveness or professionalism
Unfortunately, not all service providers prioritize customer service. It’s possible that your IT provider has a poor track record of responsiveness, which can lead to delays or neglect in returning calls.
7. Unavailability or absence
Depending on how your IT provider is structured, there may be a specific individual responsible for your account. If this is the case, a vacation, illness, or other personal circumstances will delay the response.
8. Unsatisfactory service level agreement (SLA)
The IT provider may not have a well-defined SLA or a commitment to responding to calls within a specific timeframe. In such cases, their response times may be slower or unpredictable.
It is important to communicate your concerns and expectations clearly with your IT provider. If the lack of a response is affecting your business operations, consider switching your IT provider. You deserve a team that is there when you need them.
