No one likes being put on hold. Unfortunately, putting your customers on hold is a part of doing business, and the abandoned rate for these callers is very high. An estimated 70% of business callers are put on hold. When left on hold with silence, approximately 60% of those callers will hang up, and of those an estimated 30% don’t call back.
But the on-hold stats aren’t all doom and gloom. In fact, callers that are given information while on-hold will remain on the line for up to 3 minutes longer than those waiting in silence.
Regardless of your industry, there are a few things all businesses should consider including in their on-hold program:
- Tagline or mission statement
- Website URL
- Product/Service and Benefits
- Hours and location
- Social media pages
- Experience or years in business
- Awards and/or accreditations
- Request for referrals
- What sets your business apart from the competition
People want information and taking advantage of that with a custom on-hold message allows you to turn those “please hold” lemons into lemonade.
Still giving your customers the silent treatment? Contact CTS today: 800.787.4848 or jnolte@ctsmd.us.