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.