Here are some reasons why putting customers on hold is a very bad thing.
The services of a call center can do a lot to benefit your company. In particular, one of the benefits of a call center is that your customers can always speak to a live representative rather than being put on hold. This small courtesy can go a long way to giving customers an overall good impression of your business. On the other hand, here are some reasons why putting customers on hold is a very bad thing.
Frustrated Customers
Nobody likes to be put on hold. To a customer, being put on hold feels like the company they called doesn’t really care about them. And the caller feels like they’re wasting their time. It’s not good, especially if the customer already has an issue that they’re frustrated with in the first place. Customers like to have a person to talk to about their question or concern without having to wait. Although patience is a virtue, a good company shouldn’t force their customers to be patient.
Incomplete Calls
Many times, when a customer is put on hold, they might decide to hang up. That spells trouble because the customer leaves frustrated after interacting with the company, and there is a missed opportunity for the company to leave a better impression. The longer a customer has to wait on hold, the bigger the risk of losing them. Also, talking to a live representative means that the representative is more likely to get the customer’s number to call back in case the phone connection is lost. Imagine how frustrating it would be for a customer to wait several minutes on hold and lose their spot in line because of a dropped call.
Long-Term Impact
The most important effect of putting customers on hold is how it could change their perception of your business. Many companies are losing customers without realizing it because they don’t want to be put on hold. If a customer waits on hold and then hangs up without being helped, they’re more likely to remember that bad experience with the company.
Contact TeleRep Today!
If you are ready to install a call center service for your business, TeleRep is here to help. If you still have more questions, our trained professionals are ready to answer them. We know how important customer feedback is to you and your business, so let them know that you care with an answering service. To learn how TeleRep can help you today, visit us online or give us a call at 1-800-638-2000. To keep up with our work and to see what we have been up to, be sure to follow us on Facebook, Twitter, LinkedIn, and Pinterest.