Every point of a customers experience can influence long term success.
It becomes crucial for business to deliver a superior caller experience.
The phone remains the preferred method of contacting a company. Despite the availability of email, social media, and many other methods of communication, the phone remains the favored medium.
Recently TNS Global conducted a case study into call handling to date and discovered that 42% of consumers prefer to receive information over the phone than use alternative methods.
94% of a marketing budget is spent on encouraging inbound calls.
As little as 6% is spent on how calls are being handled. Most customers feel entitled to assistance 24/7, therefore being busy, closed, or otherwise unavailable can be an issue.
Call handing is all about managing inbound and outbound calls. We help put a much stronger focus on the quality of your callers' interactions. Setup to deliver the best customer experience day in, day out, call handling processes the need to support an organization's overall strategy.
IMPROVE CLIENT RETENTION
Enhance client satisfaction
Maximizing cross-selling/up-selling opportunities not only enhances the caller experience, it also improves capabilities and leaves more time for other tasks.
86% of consumers are willing to pay more or go elsewhere for a better experience.
48% of participants in Genesys' Global Consumer Survey said that quality of service has the greatest impact on their loyalty to a company. Loyal customers are less price sensitive, more likely to buy
additional products and less influenced by competitors.
WHAT THEY HEAR MAKES A HUGE DIFFERENCE
If people aren't left feeling satisfied when they call, it's highly detrimental to their experience and there are many factors in achieving caller satisfaction. How long a call takes to be answered, followed by the amount of time they're placed on-hold. What they hear makes a big difference too, whether it's beeps, poor quality music, or worse; silence.
Each stage of a call gives an organization an opportunity to represent what they're all about.
To really understand a caller's experience, it's important to see an organization from their point of view. We look at every aspect, what's working and what's causing those hang-ups. We setup the auto attendant or representative's greeting, fast call forwarding time, on-hold content, out-of-hours messages and voicemails.
It's one thing to provide a friendly and efficient service once callers have reached a representative, but to take the caller experience to another level, organizations must look at what's being heard when their callers aren't in conversation.
70% of callers are left on-hold for longer than a minute.
Long waiting times have the biggest adverse impact on customers satisfaction, yet research by the ICM found that 70% of callers are left on-hold for longer than a minute. During that time, 73% said they wanted to listen to something other than beeps or silence. And by entertaining callers with carefully considered music, relevant and informative messages - or both - businesses can improve the perception of being on-hold, as well as the overall impression of their organization. 51% of all consumers they thought it made a business sound professional.
IMPROVING HOW INBOUND CALLS ARE MANAGED GUARANTEES A MORE ENJOYABLE EXPERIENCE
By creating a caller journey that's representative of brand values, callers will connect their positive experience with their perception of the organization. Better management also helps reduce how long callers need to be on the phone for, as well as how long they're left waiting.
By providing the help or information callers need first-time round, unnecessary callbacks will be kept to a minimum. Happy callers make loyal customers.