There are a lot of ways to make a customer hate your company. Frequently putting them on hold when they call you is the easiest one of them. Hold times not only irritate your customers (potential or existing) but are one of the premier factors in discouraging them from doing business with you.
Most people, especially those who still haven’t completed their transaction with you tend to jolt away the moment the hold time crosses the 3-minute mark. For them, there are a lot of options available, and these people would rather start the whole business process again than wait for your calling agents to resume the call.
However, hold times are inevitable, right? It is not possible to get all the info the client needs or get his technical issue resolved in less than ten minutes (the average talking time of a customer interaction). Or is it?
Hold times, while still unavoidable in a few extreme cases, can be averted most of the times. The simple solution to it is a call back from your company to the client. Talk to them, ask what they want and if it is something that is going to take time, request them for a call back at a time that is suitable for both your company and your client.
This saves time for both the parties, not to mention your customers will no longer have to bear that frustrating electronic music during the waiting time.
The following are the top 5 benefits that call back brings to your call centers:
1. No loss of leads/customer retention
Leads that might have become paying customers tend to move away from your company if they are put on the hold. By setting up a call back time with them, call centers can ensure that there is no harm to the business.
When a customer calls, talk to them, get all the information you might need to help them, tell all the things they want to know and if something comes up that is going to take time, ask them to wait for a call back.
This makes the whole process a lot simpler and helps in giving the customer a much smoother experience. Ensure that you are prompt in calling them back at the time that was fixed with the customer.
2. Smooth Multi-channel transitions
Many customers prefer other channels more than the one they are using to contact you. Emails, chats or social media, there are a lot of options. As per the needs of the customers, you can easily navigate between the different channels.
By promising them a call back and following up on that promise, you can ensure that your customer is interacting with you on the channel he is most comfortable with. A comfortable customer is a happy customer. This way your interaction is bound to be a lot more productive.
3. Cost reduction
Putting a customer on hold is bad not only for the customer’s temperament but also for the company’s coffers. Hold times means both the calling line as well as the calling agent is busy. As most voice lines (toll free or normal) are charged on a per minute basis, keeping a caller on hold ends up costing your company a lot of money.
Call backs cut the need to keep lines open thus removing the cost associated with the hold times. Moreover, it also frees up the line thus cutting down on the trunk costs.
4. Improved agent productivity
Putting a customer on hold is taxing on the agents as well. They know they have a person waiting on the other side so they often rush things that might need some time. This ends up providing a poorer service quality to the customer while forcing the agent to work in a more strenuous manner.
If the same agents have the options to call back these customers that they had been putting on hold, they can do the required work in a more relaxed manner, taking time and doing it better. The productivity of the agent as an individual as well as the company as a whole are impacted in a positive manner.
5. Shorter handle times
Handling time increases a lot due to hold times. Some customer issues are so complex that they can take a lot of time to resolve. This puts both the calling agent and the customer in a fix. Other people who might have been calling your company are not able to connect as well because the agents are busy.
Call back ensures that the handling time is reduced to a minimum. Agents can quickly learn about the issue the customer faces and put the gears in motion for it to be resolved. While the issue is being resolved in the background the agent can deal with other customers.
Summing it Up
Call Backs enables a call center to effectively manage its incoming calls and handle the customer’s concerns in the most effective manner. Moreover, it also promoted better budget proportioning for the call center. So don’t hesitate and make sure you are employing this excellent strategy as soon as you can!
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