For businesses in Connecticut, inbound calls are more than just inquiries—they’re opportunities. Every caller represents a chance to make a great first impression, to deliver exceptional service, and even drive sales.
Inbound Call Strategy: Room for Improvement
Think about the Connecticut businesses you’ve called. There’s a huge difference in how they “handle” your call…and the impression they make on you. Your customers feel the same way.
“You Had Me at Hello”on inbound calls
Your greeting sets the tone for the call. A warm, welcoming human voice creates an immediate connection, building trust and rapport. Skip robotic or pre-recorded auto-attendant messages and opt for a custom greeting recorded by a professional voice talent. This simple upgrade makes your business sound polished and approachable.
Not sure if there’s a difference? Think about television commercials: think about the voice. Do you think that any business invests in a commercial and uses a “Robo Voice”? Not likely. That’s because we want a voice that we can relate to.
Improve Service Levels
Make every caller feel valued by training your team to actively listen, respond promptly, and resolve issues efficiently. Combine these efforts with clear on-hold messaging that keeps customers informed and engaged. For example, use hold time to share helpful tips, updates about your services, events in Stamford or Bridgeport, or answers to common questions. This not only reduces perceived wait times but also enhances the overall experience.
Use On-Hold Messages Strategically
Did you know that 60% of callers hang up if left in silence while on hold? Keep them engaged with by giving them interesting information, tips about getting the most from your products and services, and “inside” information about upcoming products and deals. Your customers probably have different needs at different times of year, so highlight seasonal promotions, introduce new products, or offer insights into your expertise. Done right, these “messages on hold” can convert hold time into sales opportunities.
Sell More by getting Personal
Inbound calls are a golden opportunity to upsell and cross-sell. Train staff to listen for cues and offer solutions tailored to the caller’s needs.
Put it all together to succeed
By combining professional greetings, engaging on-hold messages, and personalized service, you can transform inbound calls into a vital tool for improving service, strengthening your brand, and boosting sales. Every call matters—make it count!
Want more information? More ideas? In Stamford and Hartford call (203) 655-3920. Outside Connecticut call (800) 862-8896.