According to SQM’s research, call centres put approximately 46% of customer support calls on hold. This hold, however, is more than a temporary inconvenience; it has far-reaching implications. Another SQM Research says when callers are on hold, the top box response for Customer Satisfaction (Csat) drops by 13%, while First Call Resolution (FCR) drops by 16% compared to uninterrupted calls.
Hence, such call centre holds can significantly impact your yearly revenue. It could also lead to a declining customer satisfaction rate in your business. However, you can improve it with a tailored on-hold message.
An on-hold message is a recording that lets the caller know they are still connected. Depending on the phone system message settings, a business can mix multiple messages or repeat the same set during a call. On-hold messages are highly beneficial to engage callers and increase customer satisfaction.
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Maximising Customer Satisfaction with on-hold messages
On-hold messages hold significant potential in forging connections, fostering brand loyalty, and elevating customer satisfaction before a caller connects with your agent. So, let’s get started with the six advantages of on-hold messaging for call centre business.
1. Letting Them Make Appointments Instead of Holding the Call
Callers generally dislike being put on hold, finding it unproductive. A CNN survey discovered that 70% of callers hang up within 60 seconds if they experience silence, and 35% do not attempt to call back. This underscores the immediate need for an engaging on-hold experience.
You can improve your customer experience by adopting a strategic approach that incorporates a message during the hold period that keeps callers informed and motivates them to take action—for instance, suggesting the option to schedule an appointment while on hold makes the caller feel appreciated and serves as a proactive measure to retain them on-call. This personalised approach can significantly increase their likelihood of initiating a call back.
2. Channelizing Call Centre Hold time into a Marketing Opportunity
You can use call hold time to inform and engage customers. For instance, you can educate them about the latest offers and instant access benefits while on hold, increasing the chances of conversion.
3. Making them Feel Important
You can make your callers feel prioritised even when all your agents are occupied. Using an on-hold message service lets them know that you value their time, thank them for being patient, and that they mean a lot to you.
4. Improving Customer Satisfaction Through More Engagement
Engaging your callers can also mean playing appropriate music tailored for your target customers while they are making a call to improve customer satisfaction. For instance, you can integrate soothing music for customers initiating calls to complain about a product. You can use tailored on-hold messages further to hold their attention and enhance the experience.
5. Manage call volumes effectively by answering FAQs with an on-hold message
Reduce call volumes using on-hold messages to answer common questions or provide information about unusual occurrences. This strategic approach lessens the load on live representatives, potentially resolving customer queries before their call is attended to, saving customer and call centre workforce time.
Now that you know the benefits of on-hold messaging, let’s delve into best practices. You must follow these best practices to take best optimise your on-hold messages and achieve the desired results.
Also, Read – 5 ways to break the language barrier with Studio 52’s Dubbing Services
Best Practices To Make The Most Out of Messages On-Hold
To boost the impact of your on-hold messaging, follow these simple best practices to help you tailor your messaging and make the most out of on-hold marketing.
1. Narrow Down the Purpose of Your Message
There are different purposes for on-hold messages for different industries. Hence, what works for others might not work for you. Begin by understanding what your callers need. Common types of messaging include greetings, customised on-hold messages, and voicemail. Depending on your needs, you can integrate all or a few of them.
2. Know Your Callers
What may work for other businesses might not work for you as a call centre business. So, you must know your customers and craft your messaging accordingly. Firstly, determine what problems they commonly face, how they react, and what solutions they want. It may take time. However, taking this on-hold advantage is necessary for businesses to improve customer satisfaction.
3. Ensure your Messages are Simple and Concise
Create your messages with simplicity and brevity. Your callers seek solutions, and extended messages with unnecessary details might not engage them; it could lead to frustration. Address the exact problem they seek a solution for in your on-hold message. Further, use a straightforward tone and simple language to establish a more effective and immediate connection with your audience.
4. Keep Messages Updated
One in five callers is likely to purchase based on a promotional on-hold message. So, update your on-hold messages regularly to communicate the latest promotions or product information. Also, regularly refresh greeting messages to retain your callers’ attention. These small changes will increase loyalty and improve the customer satisfaction that your clients want for their brand.
Don’t let your callers hang up in frustration. Elevate your customer service with engaging on-hold messages.
5. Choose Music That Resonates with Your Brand
Leveraging music for on-hold is an intelligent strategy. Instead of sticking to one tune, vary the melodies based on different scenarios. Slower music, synchronised with the resting heart rate, works well to pacify upset customers calling to complain. Meanwhile, faster tunes can ignite excitement for customers waiting in a sales line.
Research says callers tend to stay 30 seconds longer with music on hold. Create a Captivating On-Hold Experience for Your Callers – Contact Us Today.
Conclusion
On-hold messages are a strategic tool for improving the customer experience and encouraging callers to reconnect and address issues. With advantages such as converting wait time into appointment possibilities, capitalising on marketing opportunities, and following best practices such as personalising messages to your target, on-hold messaging becomes critical in changing routine wait times into great customer experiences.
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FAQs
Why is it important to put a call on hold?
Putting a call on hold gives your agents time to gather proper information for your callers. Simultaneously, including an on-hold message for customers allows you to communicate promotions or additional perks. This strategic approach increases service quality by providing current and thorough advice. Importantly, it saves your customers time by avoiding lengthy transfers and providing a better experience with fewer lost calls.
How long an on hold message is too long?
According to a survey, 44% of customers express dissatisfaction after waiting 5-15 minutes on hold. Hence, a call centre hold exceeding 5 minutes is typically too long. In today’s landscape, attention spans are diminishing further, with even a 1-minute wait feeling extended to some customers. While call centres can’t eliminate hold time, integrating a simple on-hold message during the wait can enhance customer engagement and satisfaction.
How long is acceptable to wait on hold?
SQM research suggests that the agent needs to answer calls within 2 minutes after the caller has navigated the IVR menu. Average Wait Time (AWT) significantly influences call centre efficiency, affecting first-call resolution rates, call abandon rates, and general customer and agent satisfaction. Control this wait time by integrating IVR and on-hold messaging services to deliver the best service.
What is a requirement on hold?
When an agent needs time to address a specific customer request, it’s called a requirement on hold. Incorporating custom on-hold messages or music keeps the customer engaged during this period. Partner with Studio52, the best on-hold messaging service provider in UAE for custom IVR recording and messaging services tailored to your needs. This custom solution enhances callers’ experience while waiting for the agent to address their concerns.
