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How to Reduce Long Holding Times for Your Customers

Nov 13, 2019

Ever get sick of being put on hold? Imagine how your customers feel when they have to wait a long time before they're heard.

A good customer experience can be the one thing that sets your business apart from the competition.


This is why it's critical to ensure a pleasant experience and not keep your customers waiting for long...

Here, Communicate Better explores how you can achieve this:


1. Offer self-service support

What's the quickest and most efficient way for your customers to resolve their issue? Them having the option to resolve it themselves, of course!

Now this may sound odd, but actually, it's the best way to keep both your customers and you happy.


Offer your customers self-help guides and add automatic processes such as auto-reply emails to answer queries.

The more customers that can reach a resolution by themselves, the more time your team will have to answer inbound calls. It's a win-win!


2. Add a callback option

One good way to prevent caller frustration and a long wait time is by offering your customers the option to receive a callback.


Your team can ring the customer back at a more convenient time when their issue can be dealt with quickly and effectively.


3. Make the most of your workforce

Ensure you have the right number of people to deal with your average call volume.


If one department receives over 400 calls a day and there's only 2 people managing the calls, you may run into problems.

And the last thing you want to do is deal with upset customers who have been waiting for far too long.


4. Use high-quality on hold music

While it's not ideal, sometimes, your customers will have to be put "on hold" for long periods of time.

So it's important not to frustrate them anymore than they already are.


Avoid playing the same pre-recorded messages again and again.

Use professional, high-quality music on hold that delivers the right messages to your customers.

It makes a huge difference and can significantly improve customer experience.


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