Be creative with your marketing
When planning your marketing strategy for the upcoming year, why not factor in on-hold marketing? After all 94% of marketing budgets are spent generating calls, with only 6% allocated to call management.
Are you missing a great opportunity?
On-Hold Marketing can help you sound professional to your callers whilst strengthening your brand and customer perfection.
In a perfect world no-one would put their callers on-hold, but its now a way of life for most businesses- considering 70% of business inbound callers are put on-hold, in-queue or transferred. These buttons are the most used over any other phone system feature!
Being onhold can be annoying, so why not exploit this free air-time whilst callers are being transferred and turn frustrated customers into happy customers!! A silent on-hold message can be extremely cold and callers tend to hand up sooner than you want.
It is also a great way of cross-selling and up-selling new products or services.
UK iData statistcs show that 88% of callers surveyed preferred message recordings to the radio or silence. Furthermore, many who were placed on hold (with silence) weren’t sure if they were in a queue or being ignored.
What do your callers hear when they are on-hold or being transferred from one extension to another?
If you don’t already have on-hold messaging, have you thought about what opportunities you could be missing out on? How do you currently handle a surge in calls following recent marketing campaigns, or seasonal changes?
Turn this onhold time into marketing time and plan it into this coming years strategy. It is one marketing approach you really should not be missing out on.
Don’t just take our word for it…
“In a consistantly changing climate our on-hold messages give a good professional image for our company.” – Toni & Guy
“As a result, we have had a direct positive result from our on-hold service. ” – Whiting and Hammond.
“The audio element has been one of the most powerful parts of our marketing mix and one our customers and prospects particularly comment on.”- Selco
“The high quality audio really does add to our customer experience… perfectly ‘on-brand” – Nikon.
Click on the link now to find out more about On-hold Audio Marketing.
Alternatively, call us on 0845 279 200 and book a free Audio Audit of your current marketing activity to establish how audio can be used to build your brand and maximise customer contact.
Actor Richard Wilson slates poor UK Call Centres
Channel 4’s Dispatches program, presented by Richard Wilson investigated the use of automated systems and call centres in Britain. It also outlined the importance of the ‘customer calling experience’ and clearly showed that many companies do not get this right… with typical Victor Meldrew grumpiness. Watch the documentary now by clicking on the video link below:
During the documentary, Richard put automated phone systems of some of the largest services providers to the test and created his own call centre, revealing the best and worst for queue times.
In addition, Channel 4 also ran a simultaneous poll (in conjunction with Populus) asking people to vote for which automated service – or services – gave them the biggest headache.
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FREE AUDIO AUDIT:
In light of the documentary, Premier Business Audio, the UK’s leading provider of call centre audio and customer experience solutions are offering a free Audio Audit and bench-marking analysis to identify areas for improvement in your Call Centre caller experience .
For more information on what is involved with an Audio Audit please click here.
To book your Audio Audit, please click on the button below.
Or call Kate Harding on 0845 279 7200.
The winner of our iPad 2 competition is….
Susan Cross – Cambridge City Council
And the runners up are:
Martin Howitt – Nowy Styl UK Ltd
Kevin Newton – Interlink Express
Congratulations to our 3 winners and thank you to everyone who entered!
(please note: winners were selected via anonymous votes)
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