May, 13 2010
It’s a fact, no matter who you are or how customer orientated your company may be, inevitably you will have to place a caller on hold. Does putting callers on hold affect your bottom line, your image or customer loyalty? Does putting a caller on hold really cost your business? According to on hold statics, the answer is a resounding “yes”.
72% of first time callers who hang up wind up shopping the competition. -Sales & Marketing Management Magazine.
Silence makes an estimated 60% of callers hang up. One third of those callers don’t call back.-an independent study by Tech Data.
On Hold Messages reduces hang-ups by 50%. -American Telecom Association.
Anytime you put a caller on hold, you risk losing a sale. However, putting callers on hold is often inevitable since it’s impossible to attend to everyone who calls immediately. If callers hear nothing while they are put on hold, they are much more likely to hang up. As such, it’s important to play music on hold & messages while they are on the line. The vital role telephones play in the business world grows daily, yet most businesses do not utilize on hold advertising. On hold advertising is advertising your customers listen to while on hold. As studies have shown, people are willing to stay on hold longer if they have something to listen to. On hold advertising gives your company a professional touch and shows customers you value their business. With phones playing such an important role in modern business, the average business owner just can't afford to pass up on hold advertising.
The technique of music on hold & messages is both economical and effortless (can usually be installed in just minutes). Advertising sales are based on the number of impressions. If a business had one call placed on hold every ten minutes during an eight hour day 5 days per week, there would be 11,000 opportunities each year to market their business and services. The number of companies who use on-hold as a time to advertise are growing. That’s because business owners are realizing there’s no better way to impress a new client, and effectively communicate with your existing ones than with a well designed, informative on-hold message program. Remember in today’s competitive market, image is everything. If Baby Boomers can get botox and tummy tucks, then why don’t companies receive facelifts to improve their image as well? The telephone is the lifeblood of any business. Use it respectfully, and give your hold button a makeover.