AFFORDABLE PHONE CALL ABANDONMENT REDUCTION IDEAS
Gartner research identified that even the most effective sales centers have phone callers waiting an average of 36 seconds. Captivate Connect analysed nearly 4 million phone calls placed on hold across three continents, across different industries. The average phone call waiting time was 45 seconds for medium-sized businesses. Phone calls to sales lines waited less, while phone calls to service, support or admin extensions waited longer.
Of the three main communication channels with customers, less than 1% of customer experience (CX) budgets are spent on the telephony channel despite the fact that 33% of business is done over the phone.
HOW TO REDUCE PHONE CALL HANG UP RATES?
Introducing interactive phone audio solutions will achieve an increased engagement with clients and reduce phone call abandonment rates. A few phone audio solutions include:
- Jukebox – let the phone caller pick the music they want to listen to.
- Promotional messages – custom messages that update automatically (e.g. holiday season opening and closing dates).
- Podcasts – callers pick a podcast to listen to while they wait on hold.
- Quiz – a fun way to engage and entertain phone callers on hold.