Educate your callers while they wait on hold and reap the rewards!
When your phone rings, you know callers want a quick response, but in today’s world, this is no small feat!
Larger companies regularly deal with a huge volume of callers; it takes time to answer the influx of inquiries. And then, to determine whom to redirect them to. This often results in having to put customers on hold!
Most small businesses have a limited budget to employ staff just to answer phones. There could be hours without a call…and then, as Murphy’s Law would have it, the phone rings off the hook. In order for your limited resources to manage those calls, customers will also need to be placed on hold.
How long on-hold is too long?
We’ve all been there – even 10 seconds on hold can seem like an eternity when you’re bored!
Does this mean you need to hire more staff so that you don’t lose business? It certainly can be a costly dilemma. But wait…there’s another cost-effective solution! Subscribe to On-Hold Marketing. At less than $2/day you can keep callers entertained on the hold line. And if your phone system has the features, our auto-attendant solutions could make caller distribution seamless!
On average, callers are prepared to hold for 56 seconds says a study done by Dialogtech (http://www.dialogtech.com/blog/call-management/the-56-second-hold-time-bogey-average-customer-wait-times-an-ifbyphone-benchmarking-analysis-part-2).
A minute may sound like no time at all…easy to tolerate. But time yourself…when you’re waiting with nothing to listen to, 3 bars of repetitive music, or that wonderful tone…you’ll likely be fidgeting after 10 seconds! A whole minute of this will have a negative impact on your business. Chances are, you’ll end up with an irritated client, or even worse, caller hang-up…resulting in a loss of business!
Effective use of hold time
The most effective way to use those 56 seconds is to make sure that hold time offers callers some interesting information and uplifting music. Here are some suggestions you might want to add to your message to educate your callers.
Questions & Answers: Why not answer common questions you often receive. There is a good chance that the next caller will have those very same questions; the caller will have their answer quickly and you won’t have to keep repeating the information.
Fun Facts: Everyone loves a good fact. It can be about your company or just a general interesting fact.
Behind The Scenes: Talk about what’s happening in your company or your industry that customers don’t see or know about.
Company Events: Inform your callers of up-coming events such as customer appreciation BBQs, charity events, and sales events. Celebrate employee’s birthdays or work anniversaries.
It can be hard to decide whether you should have music to appease your clients or marketing information about your services, products or industry tips. Why not do both! With On Hold Marketing you have the opportunity to educate callers on the “the ins and outs” of your products while at the same time offering intervals of great-sounding music! ‘NOT’ ELEVATOR MUSIC….NO THAT’S NOT ALLOWED!
“The true purpose of education is to make minds, not careers.” – Willam Deresiewicz