They say that communication is the most important element of any strong relationship. And who are we to argue with whoever “they” is? It’s true. Keeping the lines of communication open between any two parties helps for the relationship to grow, develop and strengthen. All business owners are very well aware of this. And this is why well-followed customer service regimens are integral to the success of any business.
Another thing that “they” often say is that the smallest things can make the biggest differences. And when it comes to returning phone calls, this adage couldn’t be more accurate. It may seem like a “small thing” to return a phone call, but you may be surprised to know how many business owners forget to do so. Making a customer feel neglected is a great way to lose his/her loyalty for good.
Why is it so important to return customers’ phone calls? Well, let’s remember that without your customers, you don’t have a business. Now yes, the internet allows for many other modes of communication. However, when a call is placed to your business and a message is left, you want to make sure that the message is returned using the same means that it was left for you. Customers appreciate this type of reciprocity.
However, when you neglect to return those calls, customers feel as if they are not being regarded as important. Knowing that there is competition out there, they will be very quick to dial other numbers to give someone else their business. Don’t think for a second that a missed call is one of those “small things”. Returning a call is big opportunity for you to secure the loyalty of a customer. Not returning a call can help you lose a customer for good.
Conversational.com reveals some statistics that prove this. “Caller satisfaction has been studied over the years to help business owners understand the needs of their customer base,” reads the site, “It turns out that around 78% of new customers that aren’t contacted after leaving a message will end up going with an alternative company…94% of new customers whose calls weren’t answered would simply go with another company.”
How can you retain customers whose calls don’t get answered? Well, most consumers understand that there will be times when messages need to be left. The key to keeping those customers is giving them assurances about when their calls will be returned. It’s important to have outgoing voice greetings that explain the reason behind your unavailability and the time frame that the call will be returned.
On CallCentreHelper.com, Richard Farrell explains that “if call-backs can’t be handled in an acceptable time, the call-back offer should be removed. Once a realistic estimated wait time is played to a customer and a call-back offered within an acceptable time scale, the call should be routed to an automated system to capture call-back details, thus leaving all agents to handle customer calls.”
At SIClytics, we offer a wide variety of services that help for your call centre business to function at high levels. Among them is our Missed Call Notifications service that helps you to never miss out on an opportunity to follow up on a missed call. For more information about this and any other of our services, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.