Leaving Your Customers on Hold?

Does your organization have high call volume, placing customers or potential customers on hold for a significant amount of time?  Two companies, TalkTo and ResearchNow, conducted a survey that revealed half the people they polled spend 10-20 minutes per week on hold.  This equates to 13 hours per year, or 43 days over a lifetime.  Obviously, being placed on hold can be very frustrating for callers resulting in lost revenue and/or poor image for your organization.  Below are 3 things you can do to reduce on hold time and increase call retention.
  • Measure talk time and call volume.  This will assist you in staffing your call center appropriately.
  • Purchase a professional message on hold production for your phone system.  These productions are informative and entertaining.  A custom script highlighting your business, integrated with music, is a simple way to market to a target audience while increasing call retention.
  • Implement a callback program to capture those that would normally hang-up by allowing them to keep their place in the call cue, still hang up, and then receive a call back.
If you need assistance reducing on hold time and increasing call retention feel free to give me a call.