Here are some tips for reducing hold time in a call center.
One of the most talked-about subjects in the customer service industry is whether or not you should put customers on hold. As a rule of thumb, it’s generally best to avoid doing so. But under some circumstances—especially when your call center workers are contending with overflow—it’s just unavoidable. Nevertheless, we thought we’d take this opportunity to give you some tips for reducing hold time in a call center.
Keep Basic Information Up-to-Date and Visible
Anyone who has ever answered phone calls for a small business knows that most callers are simply requesting basic information. These calls can begin to feel redundant, and it’s easy to see why so many people choose to revert to automation.
No matter what you do, you can’t eliminate these calls. But you can cut down on them by making sure this basic information—such as hours, closures, and so forth—is clearly displayed and up-to-date on your website. The same goes for your Google listing.
Retain Your Call Center Workers!
There is a big difference between the efficiency of someone who’s been in a profession for a few months and someone who’s done it for decades. Here at TeleRep, we pride ourselves on training new customer service representatives to a high standard of knowledge and efficiency before they answer their first phone call. But there’s no substitute for having years of experience at your back.
For this reason, you should retain your call center workers for as long as possible. High turnover can be devastating to a call center’s efficiency because it may take new representatives more time to answer questions than a seasoned veteran.
Utilize Call Center Recordings
Call center recordings have so many perks. They’re an amazing tool for quality assurance. They are vital when it comes to resolving disputes. What’s more, they can help you cut down on hold time.
Now and again, listen to a few recordings. Note anything that arises that you feel could have been handled more efficiently. Then, share how you’d like your team to respond to similar situations in the future.
Hire an Answering Service
Generally, fewer calls mean less hold time. You may be experiencing more calls than your agents can keep up with. Perhaps your call center workers could use some extra help. Of course, hiring new customer service representatives is always an option. But it can be expensive. In this situation, hiring an answering service is often the better option.
Simply put, hiring an answering service is the simplest thing business owners can do to handle call overflow, and to cut down on hold time as a result. It’s not only your customers that will thank you; your employees will, too.
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.