When was the last time you called your own company?
I’m sure that no matter what sector your business belongs to or you work in, that you’re no stranger to calling other businesses. On hold marketing is where you get your first impression of a company, sure you can see their website but the likelihood is that they used a fancy web designer for that, it’s not a true reflection of their customer service.
If you’ve not called your own business for a while or if since you’ve had your on hold messages in place you’ve not really thought about them then it’s definitely time that you picked the phone up to yourself.
Why would I call myself I hear you asking…
- Do you know how your on-hold audio and IVR menus sound? Are they muffled, crackly and full of echoes? Do the voiceover and music track suit your business?
- Does your script make sense? Are you being as clear as possible in your messages about what your company does and the services that you offer?
- Do your menus make sense? Is each option clearly described and will it make navigation a breeze or will your customer select an option and still be passed around from department to department?
- Is everything up to date? Have you mentioned your opening hours and contact details, are these still correct? Do you mention a service you no longer offer or have you expanded to offer more that you should be informing your callers about?
- Can you navigate your own menus? Do you find yourself thinking ‘None of those options are suitable for why I’m calling?’ If your caller doesn’t find an option has been presented to them that reflects why they’re calling, they’ll likely press any button just to get to speak to someone. This means that callers for that department are in a queue and that the original caller will likely need to be transferred somewhere else, taking not only your customer’s time but also your team’s. You can accommodate these kind of callers by making sure you’re aware of the most common queries and addressing these in your on hold messages, or having an option for ‘all other enquiries’.
- Are your call handlers able to offer the best possible advice to your callers? You might think this has nothing to do with your on hold marketing or navigation, sadly you’re mistaken. If calls are coming through and your team aren’t able to help your customers, then you need to ensure training is topped up! This is a double edged sword, your on hold messages need to be organised in a way that quashes quick queries, by directing callers to your website as an alternative source of information. You also need to make sure if you have an IVR menu that when callers are connected to their choice, that the team has the ability to help them.
We hope this has given you something to think about, having up to date on hold marketing and menus is not only the first impression a customer will get from your company, but this also affects how they will perceive your customer service. Nail both of these and you’ll soon be as well known for your customer service as these guys.