A recent study organized by the audio expert PHMG has discovered upon investigating 185 different companies has found that a very large number of customers have been lost due to the simple fact that music is automated on the call system when they are put on hold.
We have all experienced the frustrations of having to hold the line while an automated musical system plays the same piece of anonymous tunes over and over again, but only today have PHMG finally found a few statistics to demonstrate how drastic an effect this hold music can have on the number of calling customers deciding to hang up the phone before an agreement is reached. It is clear that telephone and calling procedures are more important than ever to retaining a regular and friendly customer base, with an earlier survey demonstrating that of 1,000 different UK individuals, only 27 per cent of them would agree to doing business and engaging with a firm again even if they were left dissatisfied with their initial call to that firm.
This shows that 73 per cent were not prepared to try again, and it is therefore very important for any company, whether in construction or not, to ensure that they leave their calling customers sufficiently satisfied with their service. On the other hand, the PHMG survey found that only 8 per cent of companies dealing with construction used an automated message for out of hour calls. Similarly, whilst the amount of firms using music that repeats itself during a hold has gone up by 23 per cent, Mark Williamson of PHMG states that this can actually have a negative impact and put customers off holding on the line. Whatever the case, it is clear that firms need to change their current attitudes to telephone enquiries by creating a service that appeals to any potential customer.
Property & Development Magazine
