Missing customer calls is never a good thing. It means losing business opportunities, losing customer loyalty, and losing valuable interactions with your customers. Lost calls are serious business.
However, many companies see it as inevitable. After all, during peak hours it can be difficult to reach all of your customers, and many of them will hang up before speaking to an agent – it’s just one of those things you can’t change, n ‘is this not ? Well, not quite.
While there are always a few dropped calls here and there, there are also ways to minimize that number and ensure your business gets to your customers when they need it most.
In this blog, we explore four tools that can help you reduce the number of lost calls in your contact center solution: say goodbye to lost calls and hello to happy customers.
Knowledge is power: Queue announcements
Do you know what’s better than music on hold? No, the answer is not “anything” – although that is also true. The answer is “useful information”.
No one likes to wait around without having a clue how long they will have to wait. As a matter of fact, 60% of customers complained that long queues and wait times are the most frustrating part of the service experience.
And who can blame them? We’ve all been there – you call a business, wait ages, then hang up seconds before contacting an agent. Wasting time, losing patience, and having to look elsewhere for a solution – often a competitor of the same brand you were trying to get in touch with.
An easy way to solve this problem is to give your customers a little more information about their wait times. Have you ever been to a store, found what you wanted to buy but decided to leave because the queue was too long? Or vice versa, came to get something quickly because you could see the queue would only have taken a few minutes?
Queue announcements give your customers that same power by letting them know either what position they are in the queue or how long it will take to reach an agent. It is then up to them to decide if they can wait or if they should call back at another time. Either way, you set the right expectations and deliver a more personalized experience to your customers.
Most of the time, having a clear idea of how much wait time is left or how many people are left in front of them will be enough to keep them on the phone long enough to reach an agent, which will drastically reduce the number of lost calls.
But what if the queue is REALLY long?
I know what you are thinking – wouldn’t an ad be counterproductive if the queue is reallylong?
It is certainly a possibility, but many contact center solutions will have other features, such as call overflow or intelligent routing, to make sure your queues never get longer than they should be. Poor call load management is one of the main causes of missed calls in a contact center, that’s where our next features come in …
Goodbye music on hold: reminders
You’ve set up queue announcements and told your customer to wait five minutes before reaching an agent – but their coworker calls on the other line and the chat needs some food. Five minutes is far too long to wait on hold.
The simple solution to this conundrum is to offer your customers a callback. A callback isn’t just the process of calling them back whenever your agent finds the time. It’s a smart feature to ensure that your customers don’t lose their place in the queue, while also allowing them to hang up the phone and get back to business.
Think of reminders like the flashy buzzer you get at some restaurants: you ask for a table, they put you on a list and tell you the buzzer will flash once they reach your turn. You pick up the buzzer, you hang out in front of the restaurant to check your emails and even reply to a few. The buzzer then starts flashing, you return to the restaurant and the table is ready. Not only did you not have to wait, stand at the door and watch all these people enjoy their meals, but you also managed to get a few things done in the meantime.
With reminders, your customers don’t have to suffer from music on hold or have an earache while waiting to pass. You can set up an automatic message giving them the option to receive a callback, and if they wish, they can hang up and simply receive a call as soon as one of your agents reaches their place in the queue.
No more waiting: time slots
Callbacks are great, but can get tricky if it’s rush hour and your agents are really busy. In reality, it can take them hours to get through that long line and call customers back.
As a business, you probably know if your Mondays are busier than your Tuesdays – which is why you should definitely start using a calling time slot feature.
we have already discussed the importance of respecting clients’ time, and we’ve all suffered the pain of waiting for hours and hours for a call, only to get it at the worst possible time.
Calling slots allow you to give your customers the option of receiving a call at a specific time and day, so they don’t have to wait for your call. Plus, you have the luxury of calling them back at a quieter time, which takes some of the stress and pressure off your agents and fosters a better call management culture.
Of course, this is not the best approach for urgent calls, but it is a great way to deal with any request that may wait a few hours or days.
Data, data and more data
We mentioned that as a business you already know which days are the busiest – or do you?
A lack of data and poor call handling are the main causes of lost calls. If you don’t know what calls are lost, what time, on what day, and from what numbers, it can be very difficult to do something about it.
As a customer service manager, understanding what is wrong (or right) and acting on that data is fundamental to implementing the right tools and features.
Reminders and call slots are only valuable if you know when and how to use them – do you know your average queue length and how long it takes to reach five people instead of eight? Do you know if your agent’s availability is better in the morning or in the afternoon? If you can’t answer these questions, your lost calls will skyrocket.
Wallboard is the only tool you need in your contact center that will really make a difference in the way you handle customer calls.
That said, we know patience is scarce these days, and there will be cases where customers won’t even wait to listen to that well-crafted queue announcement or reminder message.
This is where automatic reminders come in. A modern cloud-based contact center can give you the ability to automatically call back anyone who hung up the phone before speaking to an agent or even choose one of the options available to them.
With call data at their fingertips, managers can even check at the end of the day how many and which lost calls customers failed to speak to an agent that day so it can be rectified soon. as possible.
Respecting your customers’ time and resolving their issues as quickly as possible is essential to delivering a good customer experience. Lost calls can mean low customer satisfaction and lost revenue.
While there are always unanswered calls, there are many contact center tools and features that can help you keep this number to a minimum. Another tip for reducing your queue length and handling calls better is offer omnichannel services.
However, the first step towards this is to give your managers the visibility necessary to implement these tools appropriately based on the unique requirements of your contact center.
Learn more about how a modern cloud-based contact center solution can help you minimize lost callsand deliver better customer experiences today.