Tuesday, April 18th, 2017
According to a recent survey, the most annoying part of being left on hold is being constantly reminded by the company in question that ‘your call matters to us’. This is further compounded by the fact that almost half of those polled felt that if this were true, calls would be answered a lot quicker than they generally seem to be.
Additionally, 28% noted that being advised as an alternative to visit the company’s website was a major source of annoyance, whilst 11% of voters were similarly unimpressed with the oft repeated phrase ‘all operators are busy’.
With many consumers or prospects now conditioned to expect instant push button results, any delay is likely to count as “time wasted”. The longer that wait, the worse the customer experience and the greater the likelihood that they will take their business elsewhere.
So, what can businesses do to reduce the length of time that prospects or customers spend on hold?
In an ideal world, a business would employ enough call operators to always provide an overflow facility to cope with any peaks in call volume, but of course that is likely to result in periods of uneconomic down time for the business itself. An alternative strategy would be to use a call centre such as mplcontact Sutton Coldfield to cover peak times only.
That said, it also very important to analyse where any delays are occurring. For example, are calls being routed to the right departments first time and/or are operators able to deal appropriately with queries in such a way as to avoid potential bottlenecks?
As many people only call as a last resort, making your business website easy to navigate, providing solutions for common problems (or “Frequently Asked Questions”) and using a basic order tracking system can cut calls too.
But where to go if your business needs more help with all of this?
Call mplcontact of Sutton Coldfield, Birmingham today on 0800 018 6009 for an informal discussion to establish how we could help, or if you prefer, complete our enquiry form by clicking HERE and one of our team will be delighted to call you back to discuss your requirements.