When it comes to the amount you have budgeted to enhancing the caller experience at your brand, Does size really matter???.....
Studies show that most businesses spend 97% of their budget trying to get their telephone to ring, but then only a mere 3% (or less) to properly handle the call, and ensure a superior “caller experience”.
Recently, I.Q. Media one of the leading brand marketing firms was hired to consult with a national retail chain to get feedback about what their current caller experience was like, and how that experience was affecting both the perception of the company’s brand as well as its bottom line.
As a part of the study, callers on hold waited in “silence” which resulted in the following:
43.7 of callers hung up before even speaking with a representative.
31.6 % say the caller experience is a key part of overall customer service.
Only 24.4% of callers said they were satisfied with the overall caller experience.
If the caller experience is ignored, the effects can be dramatic, including lower customer satisfaction rates, and even customer defection to the competition. Overall a caller's perception of your brand is defined by the total interaction and call experience. One of the ways you do a lot for the caller experience at your business is to integrate a professional message on hold system.
For about the cost of a large cup of coffee per day, you can have professional music on hold and messages that will: create a positive brand impression, reduce caller’s perceived wait time thus reducing frustration, and severely reduce caller abandonment (lost calls due to caller hang-ups).
When you provide a positive caller experience, you create a happier customer! In turn, you gain a potential repeat customer, and the value of that customer telling others about your brand, thus providing new sales opportunities. So the question: "When it comes to the amount you have budgeted to enhancing the caller experience at your brand, Does size really matter???......."
- The answer is a resounding – Yes!