We’ve all made the call, and felt the disappointment. We’re stuck listening to Call Center Music instead of reaching a live human who can give us helpful information. Whether we’re calling about a new Nissan, or a Nutritional Supplement, companies have learned that specialized contact center helps them better than routing the call to normal people.
But isn’t getting a customer (or potential customer) to call you supposed to help them? Or did we lose sight of the customer?
Call Center Music comes up short
Every call that comes into your contact center is an opportunity: to build your reputation, to enhance the customer experience, and to sell more. While call centers can be far more efficient handling large volumes of calls, the customer may be forgotten (or lost) in the name of cost savings.
Most contact centers work efficiently, and queue time is relatively short. But #holdhappens, even at your center, and time spent waiting for “the next available representative” can add up. So most callers end up listening to hold music.
There’s a better choice
You already know what most of your callers are contacting you about: product information, specific questions, and typical problems. You can use this information to create targeted messages filled with information that your callers want, and that you want them to have.
Transform Waiting Time
Waiting on hold isn’t fun. It’s frustrating. It’s annoying. Listening to “Dentist Music” doesn’t help. So why not match your brand’s voice and connect with your audience. Instead of “waiting” time, make it “marketing” time. Give your callers ideas about new uses for your products, success stories, and even fun facts!
Boost Product Awareness
Even longtime customers probably don’t know about all the products you offer that can help them. They’ll appreciate helpful suggestions. And you’ll see profits soar.
Reduce perceived wait time
Listening to interesting information has the power to make queue time feel shorter. That’s a plus for your customer experience.
Game Changer
Messages on hold can be a game-changer for your customer engagement. Replacing call center music on hold with informative and engaging messages, you can provide a more personalized and meaningful experience for your customers.
