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How a Dedicated Event Registration System Streamlines the Entire Process of Event Management

Event Registration

Event RegistrationThe event management process has come a long way since the days when newsletters were sent to physical mailboxes. Now, everything is done digitally, and it’s just as well.

Digital technology had a profound impact on how businesses and nonprofits manage their events these days.

And it’s all thanks to the emergence of dedicated event registration systems. With the help of these automation tools, organizers can now integrate and streamline all event management processes through one channel. This allows their in-house staff to focus their energy on enhancing the experience of event attendees.

Still doubtful on whether event automation tools are all that? Here are ways an all-in-one event software can help you in your event management efforts.

1. Provides greater visibility

A good event registration system provides users with a bird’s eye view of all processes involved in event management, from secure payment processing and data analytics to data management and email marketing tools.

When you can access and manage all these information in one place, it’s easier to keep tabs on the most important aspects of an event, whether it’s a tradeshow, a networking event, or something else.

2. Increased social media presence

Top event registration systems come with social media integration tools that can help organizers leverage the power of social media in increasing the number of event registrations or ticket sales.

An organizer can also integrate referral incentives using the software’s myriad of social media tools. For example, the system can reward attendees who have made successful referrals by providing them with discounts via promotional links.

3. Saves time

As is the case with any good automation tool, an event registration system relies on a centralized platform to deliver faster and more accurate results and outcomes.

As a result, the internal staff doesn’t have to worry about logistics anymore but instead focus on improving quality of content for sponsors, attendees, and exhibitors.

Because the firm and suppliers can focus on their core competencies, everyone can do their part at the optimal level, ensuring that the event delivers a much better experience for everyone involved.

4. Saves you money too

Registration resources are a potential nightmare waiting to happen in terms of costs — at least if you’re not careful. On top of the required paperwork, you have to hire more staff members who will field and receive inquiries, manage records into proper order, check the accuracy of the reports, and more.

That doesn’t even cover a quarter of what your registration and logistics staff need to do to ensure that the registration process is working in smooth order.

Thankfully, you can save yourself the hassle by hiring the services of a call center that leverages the power of an excellent registration system in event management.

5. Helps with decision-making

Event automation tools aren’t only effective at gathering valuable data for organizers; they also provide advanced analytics that can crunch all these numbers into valuable insights, which will, in turn, help you understand your events better.

Also, these data-driven insights can improve the decision-making of organizers, thus improving the events in more ways than one.

Conclusion

Do you want to achieve better outcomes when you’re promoting and organizing an event? If you answer “yes,” then you’d do well to embrace the power of automation and use it to your advantage.

With the help of a dedicated event registration system, you can do away with the superfluous and be able to focus your energies on the most important thing: to provide attendants an experience they’ll never forget.

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Why Call Overflow Services are Helpful to Your Business

Call Overflow

Call OverflowCall volume management is one of the toughest challenges every call center organization has to face. While hiring more call center agents seems to be the obvious solution to the overflow of incoming calls, it’s not always the most feasible on account of budget issues.

Speaking of solutions, here’s one that works: call overflow services.

Call overflow services serve as your backup when there are more incoming calls than your regular staff can handle. With overflow staff always at the ready, your customers get the help they need even during peak hours. This, of course, translates to positive customer experience, which positively impacts the organization’s bottom line.

Overflow agents offer benefits beyond answering the surplus of incoming calls, however. Here are the less obvious reasons why an overflow staff can be helpful to your business.

1. Better call flow management

It’s not always easy to predict call volume. Every once in a while, spikes in calls will come, and your organization needs to have a system in place to handle call spillover. After all, your business is bound to lose more money for every lost call.

Another great advantage of having a call overflow department in your call center is that they reduce the likelihood of callbacks. Callbacks can cause your organization’s call flow to spin out of control., making shift scheduling even more of a challenge.

2. Reduces stress among agents

As the cliche goes, a happy employee is a productive employee. Using that same logic, it’s fair to say that an overstressed employee is unlikely to be productive.

Taking queued calls for long stretches is one of the major causes of stress among call center agents. Reps who are stressed tend to become disillusioned about their job, resulting in high agent turnover.

Having an call overflow department to serve as backup lightens the burden caused by long queues, thus reducing stress and making agents more productive in the long run.

3. Establishes your organization’s reputation as a customer service powerhouse

If you want your company to consistently deliver a positive customer experience, you need to ensure that customers can talk to a friendly rep every time they try to reach your hotline.

When customers know they can always rely on your staff to provide them assistance, it speaks volumes about how much your company cares for their welfare.

Because 54% of millennials won’t hesitate to stop doing business with a company due to customer service, it only follows that your company’s good reputation in customer service should be maintained and preserved.

4. Helps with disaster or emergency response

When disaster strikes, your company needs all the help it can get. By providing support in cases where emergency relief is needed, an overflow staff can go a long way into ensuring that crises are averted as soon as possible.

Conclusion

Call overflow services are one of the best investments you can make as a business owner. In today’s dynamic business environment, you need a contingency plan for every situation to ensure that your company is in good working order.

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4 Reasons Why You Need to Invest in a Good Call Center Billing Software

Billing Software

Billing SoftwareEvery business has a responsibility to ensure accurate billing for its customers. As soon as a client signs up for your service, a reliable billing software that protects each customer’s billing information needs to be put in place.

To bring home the point, a BriteBill study reports that inaccurate billing is one of the major concerns of consumers.

It only goes to show how critical it is for every call center to invest in a billing platform that positively impacts the business call center and makes a billing inquiry simple to handle. 

That’s easier said than done. After all, the software may have less obvious features that can make a big difference. Without much familiarity with these features, you run the risk of investing your money in something that would not generate enough return on your investment.

The point is, when it comes to investing in a billing software, you can’t afford to be a cheapskate.

Here are the reasons why:

1. Scalability matters

A growing customer base comes with the territory when you’re running a business, especially if you have a dedicated call center customer’s billing information.

Whether you’re running a cable subscription or a telecom business, you need to set up a billing system that can handle large volumes of data even at the outset.

After all, and especially if your business is doing well, you have to ensure that your company can handle the constant influx of new customers, not to mention the vast amounts of billing data that need to be processed in each billing cycle.

2. Better security

A billing system with robust security features is one of the best investments you can make as a business owner, especially because you’re handling sensitive customer information

To better safeguard your customers’ information from hackers and malicious attacks, you need to make sure that your software has passed the PCI compliance test.

You also have to ensure that your customers’ private information remains private under any circumstances.

Lastly, you need to pick a billing software with damage control features that protect customer data the moment a security breach is detected.

3. Automation is good

Automation tools help businesses in streamlining their processes, thus gaining them every competitive advantage required to face business challenges that come their way.

The billing process is one of the most crucial aspects of running a business, and therefore needs to be automated so that the call center can achieve optimized results.

Your call center’s billing software could be on-premise, cloud-based, or a hybrid of both. Whatever you’re using, it’s important to check if your software can integrate data in ways that serve the customer’s needs and bring about accurate results.

4. Better flexibility

The billing process is a big part of what makes it possible for clients and providers to maintain excellent customer service and satisfaction in your call center.

The process itself, however, can be complicated, and you’ll need a billing system that can simplify the handling and integration of elements such as invoicing, collection, data generation, analytics, and more.

It bears noting, however, that not everything is set in stone when it comes to business.
As such, you need a software that can adapt to any changes in customers’ preferences and the market.

Final Word

Reliable and robust billing software is one of the best investments you can make as a call center owner. Not only does it ensure high accuracy and efficiency in your billing processes, but it also improves customer satisfaction in more ways than one.

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The Top Five Benefits of CRM Systems to Customer Experience

CRM Systems

CRM SystemsCustomers value excellent customer service when interacting with brands. It is known.

In fact, according to a Walker study, 86% of customers will be willing to pay more for great customer experience by the year 2020.

To the surprise of no one, technology always finds a way to keep up. Enter the CRM system, a tool that companies use to effectively and efficiently manage customer (both potential and existing) information.

Thanks to dedicated CRM systems, companies can now track and manage customer information, correspondences, conversations, and billing information, among many others.

As a result, call centers can deliver excellent customer experience with more regularity and efficiency.

Care to know how? Here are the top five benefits of CRM systems to the customer experience.

1. Faster resolutions

So a customer calls in, and the next thing you know that customer’s information pops up on the screen. Now that’s the convenience.

When that happens, it’s even possible for a call center agent to take an educated guess on why the customer is calling (agent should listen to the customer first, however)

Thanks to the case management functionality that comes with most CRM systems, agents can quickly provide relevant answers to customer queries and offer quick resolutions.

2. Fosters continuity

The point of delivering great customer service is that it builds relationships with clients. Clients want that too.

And for a relationship to prosper, there needs to be a strong sense of continuity in every customer interaction.

It’s roughly equivalent to calling your friend and asking her if she loved the gift you gave her for Christmas and giving her the lowdown on the latest gossip concerning the next-door neighbor.

Because of CRM systems, customers don’t have to repeat themselves over and over again every time they’re doing a follow-up call on a recurring issue.

The best thing about it is that customers will always feel that agents understand their needs and are likely to respond in kind.

3. Self-service integration

IVRs are notorious for stretching the limit of customers’ patience.

Thankfully, many CRM companies are now offering an integrated IVR and CRM solution, providing customers a seamless self-service experience.

With a CRM system in place, an IVR can identify each caller and then proceed to provide custom menu options that are relevant to that particular customer.

4. Find ways to serve customers better

CRM systems provide companies with measurable data that can help them come up with a myriad of actionable insights.

These insights offer opportunities that enable brands to serve customers better.

By offering a comprehensive picture of key performance metrics as they apply to customers, CRM systems make it easier for call centers to deliver customer-centric service on a consistent basis.

5. Better internal communication

Having a good CRM system in place enables companies to have a more efficient internal communication.

Seamless communication between different departments in regards to customer information allows for faster resolution and opens new windows of opportunities to serve customers better.

Conclusion

There are no two ways about it: investing in CRM systems is one of the smartest business decisions you’ll ever make.

Put your customers at the heart of your business, and your company is bound to reel in the profits. As is the case with any meaningful relationship, it’s an arrangement where both parties win.

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Four Steps You Can Make To Reduce Customer Churn

Reduce Customer Churn

Reduce Customer ChurnDo you want your business’s bottom line to get a big boost? Easy. Make a concerted effort to reduce customer churn.

Customers are the lifeblood of your business. And if you want to keep your business alive, you have to take the necessary steps to foster loyalty in your customer base.

In fact, according to Bain & Company, it is six to seven times more expensive to acquire a new customer than to retain an existing one.

That’s not to say that you shouldn’t exert some effort into recruiting new customers. If you have sound customer retention strategies in place, every new customer you recruit can potentially offer a lifetime value that will significantly impact your ROI in the long run.

Here are four steps you can make in order to reduce customer attrition.

1. Provide support round the clock

With the rise of multichannel services and social media platforms in the last several years, more and more customers are expecting businesses to be available round the clock.

Simply put, availability issues can have a lasting impact on how customers perceive a business or service.

If, for instance, a customer experiences connectivity issues on his broadband connection at 4 in the morning, being able to provide technical support right then and there not only makes a big impression, it sends the message that you care about your customers.

2. Make use of call notes

If a customer makes a follow-up call over a similar issue only to end up being asked to repeat himself again, chances are he’s going to entertain the notion of switching to another service.

Why? For starters, customers don’t want to feel like they’re being treated like cogs in a machine. They want continuity, and they’ll appreciate the service more if the context of every call reflects that continuity.

By integrating CRM with phone systems, your call center can keep track of customer logs and conversation details.

This approach keeps customers engaged, which will, in turn, instill loyalty in your brand.

3. Offer proactive support

If you want to inspire loyalty among your customer base, you’d do well to take a proactive approach in customer support.

What this means is that you have to identify and resolve customer issues even before they occur or become apparent.

If you’re worried about being a “bother” to customers by being proactive, it’s high time that you put your worries to rest.

To bring home the point, a study made by inContact discovered that 87% of customers are happy about being contacted proactively by companies concerning customer service issues.

4. Reduce customer waiting time

Customers don’t like being made to wait on the phone.

A study made by Arise in 2017 discovered that two-thirds of customers are willing to wait two minutes or less while 13% said that “no wait time is available.”

Considering how current technology has diminished our attention spans in the last decade, this isn’t at all surprising.

Tried-and-tested solutions that can reduce customer waiting time include addressing bottlenecks on a regular basis, creating self-service opportunities, and optimizing the contact center’s system and processes.

Conclusion:

Reducing customer churn goes beyond providing exceptional service and superior products, it also involves engaging your customers in a way that nurtures the business relationship.

To do this, you have to make a constant effort to keep track of your customers’ needs and then taking the necessary steps to address them through your products and services.

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Five Crucial Skills Every Call Center Agent Should Master

Call Center Agent

Call Center AgentIf you want your company to build and maintain a great relationship with customers, you need to have skilled call center agents on the front lines of your business.

Call center agents represent your brand and embody your company’s values, and as such will need the extensive skill set to consistently deliver favorable outcomes in each customer interaction.

As a business owner, you’d do well to invest in your call center agents, and to make your investment count, you need to put in place processes that take into account the following skills.

1. Empathy

The word ‘empathy’ has become such a buzzword in the business world for so many years and rightfully so.

While the concept may sound touchy-feely to some, there’s no denying that empathy is essential to human interactions.

Managers and team leaders need to constantly remind their agents to imagine themselves in the customer’s shoes in every customer interaction.

After all, by ‘owning’ the customer’s problem, agents are putting themselves in the best position to satisfy customers.

Empathetic statements let customers know that you care, and that makes a big difference.

2. Patience

Being a call center agent is a rewarding job, but we have to admit that having to deal with rude or irate customers on a constant basis can make it a little less fun.

That is why patience is a critical skill every call center should have.

When callers are upset about your brand’s products and services, they are likely to treat your agents as a sounding board for the simple fact that they have nothing else to vent their frustrations on.

But agents need to learn not to take it personally and instead be willing to listen and respond calmly in order to diffuse the situation.

That way, the agent (and the company) is able to leave a good impression no matter the outcome.

3. Clear communication

Call center agents need to communicate effectively in order not only to resolve issues quickly but also to ensure that customer interactions are as pleasant as possible.

To deliver on this end, reps have to speak the English language fluently. After all, spotty grammar will always leave customers confused, not to mention that it may take longer to arrive at a resolution and sometimes not at all.

Agents also need to learn how to straddle the line between being conversational and being formal, switching between the two as the situation dictates.

4. Active listening

In a customer interaction, what customers are saying is as important as what they aren’t saying. This is why customer service reps need to give their undivided attention to every call.

Active listening goes beyond just paying attention to the customer’s words. It also involves ‘listening’ with all the senses, meaning they have to respond appropriately, withhold responses when necessary, remember what is being said, and more.

5. Well-organized

Call center agents are regularly tasked to manage, record, and process various types of information.

To be well-organized means many things: taking down notes when appropriate, saving information under the right category, putting things in their proper order, and more.

Call center agents are entrusted with customer information every day and it is their responsibility (and yours) to handle it with care.

What’s Next?

Being a call center agent can be a demanding job, but with the right support and training, they can master all the crucial skills mentioned above with ease.

By training and cultivating these skills in your call center agents, you’re taking the first big step in increasing customer retention and fostering customer loyalty, which will in turn positively impact your business.

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Five Ways to Motivate Your Agents to be the Best in Their Job

Agents

AgentsWith the rise of data science, cryptocurrency, and cloud computing, many industries are currently on the verge of a systemic shift.

As a business owner, you need to be able to adapt to change if you want your business to thrive. That said, there’s one thing that will never go out of style: great customer service.

If you want your customer service to make customers happy on a consistent basis, you have to take the necessary steps to ensure that your agents are motivated enough to be at their best.

It’s not an easy task. For one, being a call center agent is a demanding job. If you don’t give agents enough reasons to stay motivated, your customers and your business are bound to suffer.

Below are tried-and-tested ways to ensure that call center agents are motivated enough to put their best foot forward at all times.

1. Foster a positive working environment

As a business owner, the onus is on you to take the initiative to reinforce the right attitudes and proper mindset among call center employees.

In short, you need to foster a positive working environment.

Sounds like hard work? Perhaps. But if you take the time to interact with every employee (not just agents) and take the steps needed to contribute to a pleasant and friendly environment, then you are well on your way.

After all, as a leader, all agents and managers look up to you for guidance. As a leader, what you do serves as the blueprint which employees will be adhering to.

Of course, it doesn’t hurt to communicate your desire to create a warm and friendly atmosphere to managers and agents. As the business owner, you’ll have many opportunities to do that.

2. Encourage a feedback culture

Forget suggestion boxes and put them where they belong: the dustbin.

To ensure that feedback is always contributing to the improvement of the workplace, you have to encourage a culture or environment where ideas and feedback are freely shared by employees.

In turn, a system where ideas and suggestions can be reviewed quickly by a committee needs to be in place. For optimal results, a reliable feedback loop needs to be implemented as well.

When employees realize that their ideas are being taken seriously, they are more likely to realize that they’re part of the company’s growth and as such will feel more motivated to make contributions.

3. Recognize and reward employees for good performance

Everyone craves recognition for a job well done. Yes, even those who pretend that personal accolades don’t matter to them.

A word of praise, a pat on the back, or a simple complimentary shout out can go a long way into boosting an employee’s morale.

When an employee feels that her contributions are valued and recognized, the behavior that led to the positive feedback is reinforced. It gives the employee something to aspire to.

That said, agents who perform poorly need to be guided as well. But it should be done in private to save them the humiliation.

4. Assign agents a variety of tasks

Agents who are made to do the same tasks over and over again are likely to feel disillusioned and bored by their responsibilities down the line.

This is why agents need to be assigned a variety of tasks to keep them engaged and interested.

Instead of consigning an agent to voice work 100 percent of the time, you can ask them to work on email or web chat or other support responsibilities as well.

5. Promote from within

Employees will feel more motivated to do their best when they know that their hard work could land them a promotion.

After all, promoting from within is one of the best ways to show your agents that you appreciate them for their contributions. It gives them the validation that their talents are an asset to the organization.

In addition, setting up career development programs gives agents the support they need to advance in their career. It gives them a sense of direction and purpose, thus keeping them engaged and motivated.

Key Takeaway:

Every business is bound to face challenges that will make it difficult for employees to stay motivated.

But if you implement the steps above and ask each member of your team to support you in the endeavor, it will only be a matter of time before your business achieves the growth that you’ve been planning for.

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How to Retain a Customer who is about to Quit Doing Business with your Company

Retain a Customer

Retain a CustomerCustomer retention is crucial to the success and survival of any call center business, or any business for that matter.

Does that surprise anybody? Surely not. Without customers, there can be no business.

While customer attrition is sometimes inevitable, every business owner worth her salt needs to adopt a proactive approach in making customers stay.

To bring home the point, here are two important factoids proving why keeping customers should become a priority in your business:

  • Bain & Company study shows that increasing customer retention rates by 5 percent raises profits by 5 to 25 percent.
  • Harvard Business Review reports that “acquiring a new customer is five to 25 times more expensive than retaining an existing one.”

Convinced? Here are the best ways a call center can retain customers who are on the verge of severing their business relationship with your company.

1. Process cancellations through voice channels

Before a call center can retain customers, agents need to be provided opportunities to work their magic.

One good way to do this is to direct the cancellation process through voice channels

While it may cost your company a little to encourage customers to speak with a representative when requesting a cancellation, having the opportunity to convince them to stay can significantly shore up your customer retention efforts.

2. Offer a cheaper option

Some customers choose to cancel their subscription due to money issues. In such cases, the best course of action is to offer a cheaper alternative.

Since there will always be customers, who aren’t aware that there are cheaper plans than the one they’re subscribed to, making the right offer at the point of cancellation is the logical next step.

Once a customer has decided to downgrade their subscription, kindly remind her that she can choose to upgrade anytime — preferably once her financial situation has improved.

If customers are calling in to cancel their subscription because they find the product or service wanting, reps should go the extra mile in helping them resolve their issues with the company.

In cases where they are requesting to cancel so they can switch to a competitor, make it a point to explain why your brand can offer so much more.

3. Offer inconvenienced customers gestures of goodwill

Customers can be impulsive sometimes.

When customers are having a bad day, even the smallest inconvenience where they feel that your company is to blame may cause them to make a rash decision.

Most of the time, a gesture of goodwill — a voucher or a one-off credit — can help dampen their temper, causing them to reconsider if cancelling the service isn’t such a good idea after all.

Of course, it goes without saying that whatever issue the customer may be having should be addressed as soon as possible.

4. Remind customers what they’re giving up

Your call center agents have to remind customers what they’re about to give up when they decide to stop doing business with you.

One great way to do this is to use a spiel, something that goes along the lines of, “Are you sure you want to cancel the service? If you unsubscribe, you will no longer have access to (insert your brand’s best offerings here)…”

If your company is offering loyalty incentives (and it should), the point of cancellation offers a great opportunity to remind customers about their eligibility to special offerings that may be coming their way if they choose to continue doing business with you.

5. Form teams of retention specialists

Setting up a team/s of retention specialists trained to engage customers who are on the verge of quitting is a great strategy to adopt in your customer retention efforts.

Since these specialized reps’ primary focus is to retain customers, they are more likely to become more effective in convincing them to stay.

For better results, a rigorous approach in selecting the best agents for the job has to be adopted (refined “soft skills” is an important qualification to have).

Key Takeaway

Retaining customers poses a lot of challenges for any business. After all, it’s difficult to convince people who appear to have already made up their minds.

But if you adopt the practices mentioned above with a conscious intent to keep customers happy, you are providing customers the best reason not to leave.

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Five Effective Ways of Maintaining Active Listening in the Call

Active Listening Skill

Active Listening SkillActive listening is a critical skill every call center agent needs to hone. By mastering this skill, an agent is highly likely to deliver a positive experience in each customer interaction.

It bears mentioning, however, that active listening goes beyond just hearing and understanding the words coming out of the caller’s mouth.

It’s a dynamic process that requires the agent’s full engagement.

Active listening can be a difficult skill to master, but far from impossible. Here are tips to help call center agents maintain active listening while on the job.

1. Be at the moment

A call center agent needs to give the customer her undivided attention the moment she finishes her standard welcome spiel.

In short, she has to be fully at the moment, not allowing distractions to draw her attention away from what the customer is saying.

Granted, customers go into tangent at times, and might even head towards boring territory.

That, however, is no excuse for agents to get sidetracked. The moment their thoughts start to wander, the agent has to force herself to refocus.

2. Empathize

Knowing how to put yourself in the customer’s shoes comes with the territory when you’re a call center agent. Additionally, empathy is a skill that can help agents focus better on what customers are saying.

This is why it’s essential that agents are trained and often reminded to always understand where the caller is coming from, even when that caller is unreasonable.

Listening is always easier when there’s a genuine desire to help. The same rule applies to conversations between customer and call center agent.

3. Don’t jump to conclusions

Call center agents often handle similar issues on a day to day basis, and doing so may make the job feel repetitive to them.

Because of this tendency, agents may fall into the trap of jumping to conclusions when a customer talks about an issue they’ve heard many times before.

This is a critical error customer service reps need to avoid at all costs.

When listening and talking to customers, agents need to keep an open mind. This ensures that they’re not missing out on critical information and subtle cues that can help them arrive at the best solution.

4. Ask for clarifications when needed

Even the most skilled listener can get confused by what a speaker is saying especially when it comprises many complex or seemingly unrelated ideas.

This is why agents have to be reminded not to shy away from asking for clarifications when something is confusing or unclear.

More often than not, callers will take it as a cue that the rep is listening and genuinely interested in helping out.

That said, agents have to wait for the caller to make a pause before asking for clarifications. Reps can say something along the lines of, “Back up a second, but could you clarify that for me, please?”

5. Master paraphrasing

Paraphrasing is the process of restating what the speaker has said, but in different words and, whenever necessary, in a slightly different context.

It’s an important skill to have because it shows the caller that the agent is paying close attention. It also assures the customer that the agent can fully understand his issue.

Ultimately, paraphrasing, when done well, makes customers feel that their issue is being addressed with a sense of urgency.

Key Takeaway:

In a world becoming even more beset with distractions, it’s starting to feel like active listening is becoming a lost art. Let this not be the case in your call center.

When push comes to shove, active listening is what makes it possible for us humans to make meaningful connections with each other. It goes without saying that the same rule applies to providers and customers.

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How to Put a Call on Hold without Upsetting Your Customers

Bob is on his laptop pounding away on the keyboard, a deadline breathing down his neck. Suddenly, his internet connection stops working.

Seething, Bob gives the internet service’s technical support a call, goes through a cavalcade of voice prompts until finally, he connects with a living, breathing person.

Bob tries to explain his issue calmly, and then the representative tells (not ask) him that he’s putting him on hold.

And so the rep places him on hold without much ceremony. Cue annoying music.

If you were Bob, how would you feel?

Precisely! Poor Bob.

Let’s cut to the chase: customers don’t like being put on hold.

If a representative has no choice in the matter, the least he could do is be professional or nice about it. The customer deserves that courtesy. After all, they’re paying for the service.

How can customer service reps put customers on hold without upsetting them, or at least not too much? Let’s cover all the bases, shall we?

1. What to say before placing customers on hold

Representatives have to talk in a professional yet pleasant voice and use the customer’s name to establish a connection. Use paraphrasing to let customers know that the rep understands the issue.

And when reps need to put the customer on hold, they should ask first and do it nicely. Moreover, they should explain the reason why they have to place the customer on hold.

For example, a representative can tell the customer, “May I place you on hold for a minute or two while I do a quick research on the issue?”

Reps also need to tell the customer that they’ll get back to her in a minute. It goes without saying that that promise has to be kept.

Remember, most customers tend to get frustrated when they get put on hold for more than two minutes. For calling customers, two minutes feel like forever.

2. What to say after placing customers on hold

In getting back to the customer, reps can either thank him for his patience or apologize for putting him on hold.

The latter is more appropriate if the caller was already put on hold more than once or was made to wait for more than a minute (that shouldn’t happen in the first place, but just in case).

If the wait time is too long and the representative is not yet done with what she has to do, she needs to get back to the customer to let him/her know that she hasn’t forgotten about him/her.

But what if a customer doesn’t want to be put on hold? The answer is simple: don’t put the customer on hold unless you need to transfer the call to the right department.

Five things to avoid when putting customers on hold:

  • Interrupting the caller so that he can be put on hold.
  • Putting the customer on hold for more than two minutes.
  • Asking a customer if he can call back (the rep should be the one to call the customer back).
  • Putting the caller on hold too many times.

What’s next?

By following all the steps and tips mentioned above, on-hold times will be less frustrating for customers, which can positively impact customer experience in a big way.

Of course, the contact center has to do some of the heavy liftings as well. The first step is to evaluate the center’s systems and procedures and check which areas may require fixes and improvement.

Once problem areas are detected, necessary fixes and upgrades have to be made as soon as possible.

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