![]() Instead, he recommends assessing abandon rates to find the most impactful moments for on-hold messages.Īlso, Steve suggests that contact centres “Examine the average hold time and make sure there are enough messages to cover that period.” In Steve Hindley’s experience, this is often the case. The sad truth is that 30 seconds is the default setting in most IVR systems and many leaders never question it. Yet perhaps that is not the best option for every contact centre. Over time, it seems to have become standard practice for contact centres to play an on-hold message every 30 seconds. How Often Should I Play On-Hold Messages? The experience also becomes easier to digest, which is important because “A caller’s attention span is shorter than you would think,” says Allison. Overall, this shortens IVR navigation time. To find a happy medium, Allison Smith recommends that contact centres “Consider breaking up the introduction into chunks, repackaging information as on-hold messages.” ![]() Unfortunately, most callers prefer to get through the IVR options as quickly as possible. Many companies choose to greet customers with a long IVR message, which includes a company introduction. A Call to ActionĮxample: “We’ve been in business since 1982. Keen to discover more ideas for reducing spikes in call volumes? Learn from the Domestic & General team by reading their article: Seasonal WFM – How to Prepare for Peaks and Troughs in Contact Volumes 4. The contact centre may then kill two birds with one stone, solving both issues and reducing future demand. If there is indeed a problem, customers can relay it to the advisor alongside their original query. Such a message keeps customers busy as they troubleshoot a future issue. By playing it during August and September, it encouraged customers to test their boilers during less busy times. Struggling with spikes in contact volumes during particular periods of the year? Steal the march on these contacts during quieter periods with pre-emptive IVR messages.Ī utilities company that fields many boiler breakdown queries in the winter recorded a pre-emptive message like the one above for its IVR. ![]() ![]() Test your boiler now to make sure that you have a warm and cosy festive period.” ![]()
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