"From the music choices to the words you say, you can help turn an angry client into a calmer one by the time the representative takes the call. That's important in terms of how the customer feels about your brand now and in the future..."
Kalamazoo, MI (PRWEB) September 28, 2013
Easy On Hold's latest video helps call center managers and busy tech help and customer service hotlines make the most of long hold times.
"Don't underestimate the importance of a quality on hold presentation," says Julie Cook, Easy On Hold president. "From the music choices to the words you say, you can help turn an angry client into a calmer one by the time the representative takes the call. That's important in terms of how the customer feels about your brand now and in the future, and also how they treat the call center reps."
#1. Pay attention to the hold music. "We landed a major contract with a national cellular phone service provider after my sister-in-law sent me an actual recording of her experience with them while on hold. It was so, so horrible--this distorted little music clip repeating over and over. It made you want to hang up," Cook says.
#2. No fluffy, grandiose content that talks about how great your company or organization is. "The caller doesn’t believe a word of it any way, especially when they just shelled out big bucks for your failed product. Steam is coming out of their ears, so stop talking about how great you are. It’s not the time or the place," Cook says.
#3. No repeated messaging. "If your hold times are longer than 4 minutes–or can be at peak times–your productions must be long enough so the caller doesn’t get tired of hearing the same thing over and over and growing more exasperated by the minute. It’s okay to repeat a call to action or time-sensitive message, but rephrase it a few different ways so it doesn’t sound like an endlessly repeating loop," Cook says.
#4. Don’t talk their heads off. She says, "The caller needs time to listen and think about what you’re saying, so offer a pleasing balance of 20-25 seconds of talking, with an equal amount of music. This is not an exact formula and will vary from business to business, but it’s a good place to start.
#5. Help them solve their problem on their own so they can get off the phone. Cook says, "Suggest they visit a specific page on your website for returns, or perhaps an easy fix to try on their PC. Some callers appreciate the human touch, but others love a DIY alternative."
#6. Skip the “your call is valuable” platitudes. "Callers don’t buy it," Cook says. "If the call was important, you wouldn’t have placed them on hold. We know you’re simply trying to convey that you care, but it’s pre-recorded and they know it. Callers will only feel important when they finally get the help they really called about in the first place.
#7. Change the music after 4 minutes. Cook says, "Your goal is to create the perception that the hold time is really shorter than it is. A variety of music tracks constantly rotating can do the trick. If you have repeat callers, this is especially helpful. And every few weeks, freshen up the content."