Here is a new blog from RPM Solutions - one of our recommended Norwich telecoms providers specialising in business solutions:
"Most successful businesses spend a considerable amount of time and money differentiating themselves from their competitors. Huge emphasis is put on brand expression, developing products and opening new channels but all too often the potential of fully exploiting existing customer contact points is overlooked.
Nearly everyone experiences being on hold at some time. Most people have a negative perception of the experience, particularly when this involves listening to music whilst being assured that their call “is important” and their “patience is appreciated”.
Adopting the right on hold strategy greatly reduces the potential for adverse customer reaction. While thinking through what your strategy should be there are a number of important facts you need to consider.
The On Hold Facts
Scenario Calls abandoned within 1 minute (%) Perception of hold time
On hold in silence 52% 27% estimated >5 min
On hold with music 13% 28% estimated >1 min
On hold with music and info 2% 81% estimated <1min
Approaching on hold as a media channel for marketing, sales and customer service messages is the start of avoiding negative perception. Choosing the right service to deliver this strategy is the crucial next step to getting the most from this channel.
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