Did you know that you probably spend over half a day on hold every year? So do your customers - and they are less than thrilled, to say the least. One of the most recent studies on consumers and hold times found that the average consumer spends 13 hours every year sitting on hold. The survey, conducted by ResearchNow and commissioned by text-message service TalkTo, also stated that 85% of consumers report being put on hold every time they call a business.
"Your call is important to us." is one of the most ironic phrase in the eyes of the customer. Although it states that the business places importance on the needs of the consumer, they often feel that this is not the case. In fact, the aforementioned study found that 58% of consumers are ticked off by hearing that and other similar phrases link to phrases blog when stuck on hold. You don't have to be a rocket scientist to know that these "ticked off" customers are directly correlated to drops in ROI and smaller profit margins for your business.
So, you may ask, is there a simple solution to increase ROI and create larger profit margins without breaking the bank? The answer is yes, and it's much simpler than you thought.
Our live agent services have helped many businesses around the country save time and resources on their customer service front. By outsourcing their additional agent needs, these businesses have saved hundreds, thousands, and more every month in staffing expenses by only paying for the calls that they receive. Because of our "boutique" approach, we are able to staff quickly and according to call volume - meaning that our customers are paying zero additional overhead for slow periods and the volume spikes that normally cause aggravated customers are shrunken or eliminated.
A common misconception with these services is that they require long term commitments - well there is no long term commitment. In fact, one of the reasons why these companies become so efficient is because they use short-term contracts for each campaign instead of struggling to keep up with monthly quotas and minimums. Using our live agent services allows them to be sure that everything is done on their terms and as inexpensively as possible.
Interested in learning how else you can make your business more efficient?