Eliminating Hold Times Through Call Back

Resolving Hold Times by Optimizing Outbound Calling
Click to call option on the CRM lets the sales team to almost double their calling rates. It is a simple option that provides the calling list with instant calling options. Along with quick communication, click to call option also provides sales representatives with lead management options such as recording customer feedback, call back instructions and helps them leave prerecorded messages as well as SMS.
These simple tasks take a lot of time at the end of the sales representative and adds on to their call times. The time consumed in updating and maintaining a customer record can be efficiently optimized through the use of a smart CRM that combines click to call with the lead management system and ensures that every representative spends only half the expected time with a customer. This will ensure that call times are smaller and also make for lesser hold times of the customers in queue.
Optimizing Customer Service by Calling Back the Customer
Most call centers put their customers on hold while their representatives are busy. This is the point where customers start to rate their experience with a brand. Longer the hold time, worse is their satisfaction level. Industry experts believe that rather than putting customers on hold and making them listen to offers on the loop, companies would offer a call back option.
Customers really appreciate if a brand takes time to notice a customer and give them a call back when they are actually busy. Putting a customer on hold for 10 minutes is highly unprofessional and reduces the sales number with customer satisfaction tipping towards the wrong side.
Call back options can be provided through all the three communication channels.
Telephone
Companies should invest in a CRM setting wherein, a customer who is on hold, can choose to get a call back at a later time. This will not only reduce the hold time for the customer but will also reduce the stress on the sales executives, caused due to the immediate need to answer the long queue of customers.
Mobile app
If a company has an app, it should definitely have a ‘click to call’ button with the support of ‘request a call’. Listing a phone number that a customer needs to dial, directs the customer to a competitor while a ‘request a call’ button creates a systematic approach towards handling the prospects.
This option creates a call ticket on the click to call portal of the sales team and helps a business monitor and analyze the number of people showing interest in their brand. Providing a ‘request for call’ option instantly ups the customer service quotient of a brand and the chances of closing a deal on your terms and the customer’s convenience.
Website
Research suggests that 61 percent customers like interacting with a sales representative before purchasing the product. However, they may lose interest in the product due to long hold times. This kind of customer behavior directs towards the main reason why customers suddenly lose interest in a product. A lead management system should be designed, so as to handle multiple avenues simultaneously. It is certainly understandable that phone lines can get busy, but that doesn’t justify putting a customer on hold for several minutes; a prompt call back option, is a better solution.
Conclusion
Customer service is one of the core features of branding in terms of customer satisfaction and their impending feedback. Hold times irritate the customers and make them question their purchase decision. Companies should invest in a call center software that values customer times and has options such as call back, to ensure that a customer is not lost due to another.