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The Best Hold Time EVER


March 09, 2018

The Best Hold Time EVER

By Mandi Nowitz
Web Editor

No one likes to wait and similarly, callers despise being put on hold. Some companies have a “thanks for your patience, someone will be with you shortly” message playing ad nauseam. There comes a point where what is or is not playing becomes so boring and irrelevant, the caller hangs up before ever talking to an agent.

Research found that 70 percent of Americans steer clear of contact centers based on the basic and general greetings. But, by implementing an Automatic Call Distributor (ACD) or music meshed with tailored advertisements, like CallSpace bot, consumers receive a much more personalized experience. This keeps them hanging on much longer with technology advancing contact centers while enhancing customer service.

Author and speaker, Jay Baer, had this to say: “To me, there are three things driving the future of customer support. First, self-service. Customers want to figure it out themselves, if they can do so without hassle or consequence. Second, community-based service. Customers helping one another figure it out is going to continue as a trend. Third, predictive support. This requires the innovative use of data, but providing “help” to customers before they know they need it is the holy grail of customer support, and it’s coming!”

CallSpace bot gathers all of the personal information, which is then analyzed by Automatic Caller Identification (ACI) using Direct Inward Dialing (DID), Dialed Number Identification Service (DNIS), and Automatic Number Identification (ANI). The information formulates the perfect mix of music, verbiage, and greeting to hold the caller’s attention.

The personalization makes the user feel important, interested and ultimately, 20 percent of these callers turn into sales. The goal is to keep the customer engaged, content, and satisfied during hold times so they can get to agent interaction. No company wants to lose business or a client over a hold time issue, especially when there are solutions to be installed.

What do your customers hear when they are on hold? 

Edited by Erik Linask

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