Wednesday, October 23rd, 2019
Many of us have probably been there at one time or another.
Having dialled a number and finding ourselves in a queue listening to background music, we are then periodically informed that our call is “very important” to the business in question.
No matter how sincere and genuinely intended the recorded message is, callers might occasionally justifiably feel that if that were indeed the case, they would have been put straight through to a real person in the first instance!
Of course, at busy times and in most businesses, these messages will be necessary to ensure that callers on hold know that their query will be addressed at the earliest possible opportunity, but when they are delivered over inappropriately long waiting periods, they can also be slightly inflammatory.
So, what else can businesses do in these circumstances to ensure that their callers feel valued and possibly even improve customer retention rates?
Outsourcing inbound call answering at peak times so calls get answered promptly is one such solution, and mplcontact Sutton Coldfield can certainly help your business with that!
When recorded messages are used, it is always a great idea is to include an estimate of the time remaining on hold in order to help the caller decide whether they should continue or call back later. Additionally, informing a caller as to their position in a queue and updating them each time they move up the ‘line’ can also very worthwhile.
Other approaches include alerting callers to times when call volume tends are generally lower or, if available, providing different contact options such as social media, website or online chat as they work very well too.
To discover how Birmingham’s premier outbound call centre could help your business, just call mplcontact Sutton Coldfield today on 0121 362 7001 for a no obligation exploratory chat or alternatively click HERE to contact one of our specialists via the website.
Our friendly team very much look forward to hearing from you.