70% of Callers are put on Hold- What are Your Callers Hearing?

70% of Callers are put on Hold- What are Your Callers Hearing?

My Personal Message-On-Hold Success Story- by Kristin Hunt 

“I used to work in the retention department of an inbound call center for a large wireless carrier.  I received a call from a very upset gentleman who wanted his cell phone lines disconnected IMMEDIATELY.  Of course, I tried to find out the underlying reason why this customer was so upset and why he wanted to disconnect his service so abruptly.  He wouldn’t give an inch, nothing…and kept screaming, “disconnect my lines NOW!”

So, I did what any professional customer service rep would do- I put him on hold while I disconnected his lines.

A funny thing happened…after returning to the customer, he was calm and said, “I just heard your message-on-hold about parental controls for my son’s phone and I would like to take advantage of that.”  What?!?!?

I was so happy that I canceled the disconnect request and learned exactly why this gentleman was so upset.  His son was accessing the internet on his phone and downloading inappropriate content.  As soon as the gentleman heard about the parental control feature while on hold, he changed his mind once he realized we could help him gain control of the situation.

Literally “messaging on hold” saved this customer from disconnecting and sold the parental control feature by itself.

These days, I recommend companies’ implementing any sales outlet available to them.  That said- what can messaging-on-hold do for you?

For more information on Message-On-Hold, please click here.

Request a Message-On-Hold Quote: click here.

Message-On-Hold Statistics:

·       90% of callers prefer messages on hold over silence or music. –Cellular Marketing Magazine

·       20% of callers make purchases based on information they heard while on hold. – Maximarketing

·       According to a CNN survey- without messages or music nearly 60% of business callers placed on-hold will hang up.  Almost 30% of these callers won’t call back.

·       Callers generally perceived “hold-time” to be longer than it actually was during “silence on hold” –study conducted by AT&T

·       Caller retention increased by 40% when companies played information on hold. –study conducted by US WEST

·       Callers stay on the line up to 25% longer when provided with On Hold Messaging versus “dead air” or “background music,” and up to 17% longer than radio. –Infomax Inc. 

Request a Message-On-Hold Quote: click here.

5 Benefits of Digital Message-On-Hold Players vs. Consumer MP3 Players

1.     A Digital MOH (Message-On-Hold) System is built specifically for use on a business VoIP system.  Today’s MP3 players do not have a high volume output and normally need to include a 3^rd party amplifier.  They are not designed for use on business phone systems.

2.     A Digital MOH System includes a dedicated power pack (MP3 Players use a 3^rd party power pack or batteries).

3.     A Digital MOH System will automatically re-boot after a power outage.  Consumer Players need to be restarted manually.

4.     A Digital MOH System is built to last 7, 10, even 15 years.  Consumer Players need to be replaced every 1-3 years.

5.     A Digital MOH System includes a 3 year repair warranty and is made in the USA.

Request a Message-On-Hold Quote: click here.

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      ACC Telecom specializes in business phone systems, cabling, and IP surveillance.  Let ACC Telecom be your partner in the design, installation and on-going support for all of your telecommunication needs.