Reduce Abandon Rates and Improve Customer Experience in 3 Easy Steps

The stakes have never been higher! Make sure that you’re setting your business up for success by empowering your call center with the technology they need to service your clients.  Not sure where to start? Teltek can help you meet and ever better exceed your customers expectations.

Reduce abandon rates and improve customer experience in 3 easy steps:

1. Add a call back option.  Be proactive! Rather than make customers wait on hold in order to speak with an agent, proactively offer the option to have an agent call them back.  This can be particularly impactful during peak call times when the wait time is extended.
2. Be transparent.  Honesty is the best policy.  Make sure to keep your callers informed of realistic hold times. . . but don’t push it.  There’s nothing worse than being reminded every minute that “your call is very important to us”.  Let callers listen to soothing hold music as they pass the time.  Alternate the frequency of your on hold music.  For example:
   • “First automated message
   • 1 minute of on-hold music
   • Second automated message
   • 2 minutes of on-hold music
   • Third automated message
   • 4 minutes of on-hold music
   • Fourth automated message” (CallCenterHelper.com)
3. Keep your call center informed with access to the right technology– You’re a customer and you’ve been waiting on hold for 5 minutes, you’ve gone through all of the prompts entering your account number and getting to the right group to help you with your question.  Then finally someone answers . . . and promptly asks for your account number, again! Don’t add insult to injury after already making a customer wait to speak to you by asking them to repeat themselves. By outfitting your call center with an integrated customer service platform, the caller’s information will be available to your agent when they accept the call, yielding a far more personal (and less frustrating) experience for your customer.

Teltek is a Certified Avaya Business Partner, NEC Dealer, Zultys, and Microsoft Partner with two locations in the Baltimore Metropolitan area. We specialize in providing one call technology support for small to mid-sized businesses and nonprofits in Maryland, Washington, D.C., Virginia and Pennsylvania.