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 Your Telephone Image
As a telebusiness, creating the right telephone image for your organisation is essential and the impact of pre-recorded IVR and ACD call progress messages and on-hold music should not be under-estimated. Of course, your agent's contribution to a call probably plays the largest role in establishing your telephone image, but pre-recorded messages and on-hold programming are often the first thing a caller hears and 'first impressions' count!
Caller Research i
How do we know that your Telephone Image has an effect on callers? Take a look at the Caller Research Results that show the impact that the pre-agent experience has on callers. We think you'll find the evidence compelling.
70% of all business calls are put on-hold
60% of callers put on-hold ‘in silence’ don’t call back
30% of first-time callers who hang up don’t call back
One study focused on the frustration that callers feel with their Call Centre experience, another on how the right programme can help to reduce abandoned call rates and a third on the effect that different types of on-hold programme create.
Telephone Image Review
MUSICLINE provides some tools that will help you to hear for yourself what your telephone image sounds like to callers (Soundbite), decide what your priorities are for your on-hold programming (Survey) and to see what a difference the right programming can make to your telebusiness operation. (Forecast)
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