Customer engagement can be a tricky business. You need to know where you stand with your audience. This is all the more true when it comes to your core demographic. The people that you deal with over the phone may be especially hard to please. Here are 4 of the very best new tips that can show you how to improve engagement over the phone.
1. Improve Your On Hold Message Quality
There are few things in the world more annoying than being put on hold. One of the first things you will need to attend to is improving the quality of your messages on hold. When someone calls your line and finds it busy, they need to find a “please hold” program to continue to engage their attention as they wait.
Nothing will ever make holding the phone waiting to be attended to an enjoyable experience. But with the right kind of on-hold program, you can at least make the wait less irritating and painful. You can use this program to create an engaging mix of news and special announcements from your business that the customer can use.
2. Improve Your FAQ Directory Quality
When a customer calls your line, it will usually be to answer a reasonably routine question. It’s a good idea for you to set up a special prerecorded FAQ menu to handle this task. Having this system will allow customers to get the answers they need. It will also spare you from losing focus on your other tasks.
3. Prioritize Your Calls to Save Time
You can’t deal in person with every single phone call that you receive. Trying to do will prove in the end to be too costly, both in terms of time and energy. Your best bet is to prioritize customer calls in a way that allows you to weed out the trivial ones. You want to devote your time only to the ones that most urgently demand your attention.
It will be up to you to work out a system that allows you to quickly navigate through the many calls that you receive on a day-to-day basis. Your goal will be to set up a prerecorded menu that will enable customers to answer their routine questions. You should deal in person only with the calls that can’t be handled in any other manner.
4. Outsource Your Call Services to an Expert
You may not always have the time, patience, or resources to handle making all of these changes in your customer engagement policy. If this is the case, there is no reason to panic. You can hire a third-party service that will be glad to provide employees to handle calls on your behalf. Doing so will allow you to operate far more efficiently.
The benefits that come with hiring a professional provider of third-party calling services are too numerous to name in detail. The main advantage that you will enjoy is concentrating on the many other tasks that demand your urgent attention. Being able to step away from the phone will free you up to be more productive.
Excellent Customer Engagement is One Call Away
It should be your first order of business to improve customer engagement across the board. You can do this by taking all of the steps required to deal with your customers in a direct, efficient, and polite manner. Your level of interaction in person and over the phone needs to be as elevated as possible to ensure your success.