As a business owner or operator you probably set aside a budget for building your customer base. Odds are a lot of this spend is designed to get your phone ringing. But have you given any thought to how you handle those calls when they’re answered or the caller is placed on hold?
Every incoming call has to be handled exactly right if you want to convert that enquiry into positive action. If you’re guilty of advertising with the aim of increasing caller enquiries, but then forgetting about the experience you deliver over the telephone, here are a few ways you can influence customers, drive sales and reinforce your brand promise by delivering a superior caller experience.
The Welcome Message is the most important (and often most neglected) recording inside your phone system. Rather than bore callers with a bland greeting, work in a positioning line, some music or mention an upcoming event or promotion to make a favourable first impression that has immediate impact.
Menus, for the most part, are monotonous lists designed to direct callers to the correct department. Factor in grammatical errors, poor syntax, industry jargon and an unprofessional voiceover, and callers end up confused and frustrated. With some expert help it’s easy to relax callers, put them in a better frame of mind and get them where they need to go, faster.
On Hold Messages
If you place callers on hold or transfer calls between departments, this is a modern must. A well written messages on hold production not only makes the wait time seem shorter, but warms up leads and prompts callers to act. Think of it as having your best sales or customer service representative speaking one-on-one with every waiting customer.
After Hours Messages
Just like your on hold messages, an after hours message must be powerful if you want callers to act. After all, if they don’t leave a message or call back in the morning, what’s the point? If you don’t know how to script and voice a powerfully persuasive after hours message, you can expect potential buyers who rang outside of business hours to forget you entirely, or even worse, hang up and call your competitor.
How come everyone’s voicemail is so dreary and monotonous? “Hi, you’ve called John Smith. Unfortunately I can’t come to the phone but leave a message”. What’s wrong with adding some personality? Boring voicemails do nothing to encourage the caller to leave a message, and in most cases drive customers to call the next business on their list.
Consider making a small investment in a production. Enlisting some expert help from a Messages On Hold company that specialises in delivering superior caller experiences will help you, your sales team and your customer service specialists manage your inbound calls with aplomb. They’ll also be able to help you take control of the way new and existing customers perceive your business.