Regardless of what industry you are in, one thing will always remain the same. No customer wants to be left waiting. We have all called a company with a simple question or request, just to be put on hold and transferred from department to department. And there is absolutely nothing more frustrating.
So how long are customers willing to wait? According to a study performed by Velaro, almost 60 percent of people feel that one minute on hold is too long. Luckily, there are plenty of ways that you can ensure your customers get the answers they are look for, when they are looking for them.
Review Your Call Reporting
What time of day does your business receive the most phone calls? What departments are these calls directed to? How long does the average phone call last?
Reviewing your call reporting for answers to these questions and any others you may have can help you to learn more about your business and how quickly your customers are being helped. By regularly looking over your reports, you can see where changes and improvements are being made and where more work needs to be done on a customer service level.
Use Mobility Services
Whether you are traveling across town for a meeting or across the country to meet with investors, being on the road could cause you to miss an important call. But with Vaspian’s mobility services, you can stay connected with any device no matter where you are. From cell phone to laptop, you can stay in touch with customers and employees while on the go, ensuring a positive customer service experience.
Make Changes to Your Business Plan
Once you have gathered data on your busiest phone times, it may be time to make adjustments to your business plan.
For example, say you notice that you receive the most phone calls of the day from 1 p.m. to 1:30 p.m., but you also notice that the majority of these calls are going to voicemail or being put on hold because your employees take lunch. Adjusting your lunch schedule to accommodate the customers’ needs may have a big affect on customer satisfaction and retention.
Making small changes to the way your business handles phone calls and continuing to review your call reporting statistics will allow you to create a better plan, for you and your customers.
A VoIP phone service system based in Buffalo, New York, Vaspian has the tools you need to ensure that your customers are happy – and not waiting on hold. For more information about the services we offer, visit us online or give us a call at 1-855-827-7426.