Call Handling – Is your business a “three ring circus”?

Wednesday, October 8th, 2014

With the constant evolution of the internet, the methods used to engage with customers are forever changing. That said, what then is likely to be the best communication method for your business?

A recent survey of 1500 people was set up to find out how they felt after speaking to companies over the phone and it gave some great insight into some aspects of customer behaviour.

Three Rings and You’re Out!

A whopping seven out of ten had decided to give up after just three rings and over  half of those questioned added that in any given week they had spent at least ten minutes on hold. Interestingly, though, over 40% of those aged between 18 and 30, still considered by most to be the most internet savvy age group, preferred the telephone as a contact method over social media and live chat instant messaging, so it seems that the “good old fashioned voice” based call system has a major part to play in the world of customer services.

All very well, but what about that first statistic? What if your customers or prospective customers give up after just three rings because they feel they can’t get through to your business?

Why take the risk? The way in which your business handles its incoming calls is likely to have a direct correlation to overall customer satisfaction.

Could outsourcing to a call centre be the answer?

Now may be the time to start thinking about outsourcing your inbound calls to a call centre. As a business owner you can then pick and choose when to divert calls or maybe even outsource your entire customer services department.

Call mplcontact today on 0121 362 7001 to find out how outsourcing your call handling will improve your business.

Our Property Division manages such a diverse portfolio that no one call is ever the same. The mplcontact agents support our in-house team.

Stuart Auger | Midlands Co-operative Society