Doesn’t it seems like most business owners are really convinced they rarely put callers on hold for a variety of reasons. Here are a couple listed and see if you can relate.
- We never put callers on hold. Really, so when prospects call, you answer the phone and can address all questions or aspects in the business.
- When the front desk answers, they transfer the call and it goes into my voicemail. Did you know that the transfer process can broadcast your message instead of broadcasting ringtones. Sell Sell Sell!
Whether you use VOIP (Voice over IP) or a traditional phone system, you need to take advantage of the a SALES opportunity, regardless of the reason for the call, cross sell & educate when possible.
- Create New Profit for your business.
- Decrease caller hang-ups and lost sales.
- Enhance professional image.
- Reinforce your customer’s reasons for calling.
- Continue the selling.
- Introduce and promote products and services.
- Market one on one with customers on hold.
Let the facts lead the way!
- 88% of callers would rather have on-hold messages to other hold options, and 16 – 20% of the callers on hold made a purchase based on an on-hold offer.
- On average 7 out of 10 business callers are placed on-hold or are transfer by auto attendant.
- One study found that of the 8 – 15% of a company’s customer base is tossed each year, 68% is due to your lowest paid person whom you hired to handle your callers.
- Studies show that after an average of 1 minute and 55 seconds of hold time most callers hang up annoyed – 34% of those callers who hang up will not call back. Let them know their call didn’t drop……
- 88% of callers surveyed want to hear product information on-hold or on hold and will stay on the line longer if provided with buyer information – roughly 20% said that they have purchased additional products & services based on content they heard while on-hold.
- Jefferson Denneandrus, a research firm, found when callers were presented with On Hold Messaging versus silence or a radio commercial they would stay on hold longer, they were more likely to exhibit interest in the product advertised, they were more likely to retain information, and they were less agitated.
- Callers stay on the line up to 25% longer when provided with On Hold Messaging versus “dead air” or “background music,” and up to 17% longer than radio. Educate them! Sell Sell Sell
- The average person will spend 1.2 years on hold.
- 34% of callers who hang up will not call back. Educate them and guide them into buying!