On Hold

Find your Moneypenny

Today sees the release of the latest Bond film, as ever it’ll be full of gadgets, action and of course cars. The Aston Martin makes an appearance in 11 Bond films and is one of the most iconic vehicles in cinematic history, yet even James Bond’s car needs a service every now and again particularly after running into an enemy!

From the Aston Martin DB5 featured in Goldfinger, complete with rotating number plates to the V8 that ends up in a wooden hut on an ice rink in The Living Daylights, it’s clear to see each of the cars featured in the films brought something new, whilst maintaining a Bond tradition. Yet most impressive by far must be the DB10 in Spectre. The car was purpose built for filming, with only ten being produced it’s never going to be sold to the public, making it the most exclusive Bond car of all time.

We think that you and your business should be as impressive and unique as the DB10, bringing us to an important question, are you an Aston Martin or a Reliant Robin? Does your company sound as good as it should? The Aston could have all the gadgets in the world but if it didn’t look the part it wouldn’t have the same impact. First impressions are valuable when it comes to your company, don’t settle for being reliable, be impactful.

According to Inbound Telephone Call Centre, 94% of marketing budgets entice a customer to call, yet only 6% of the budget is actually spent on handling inbound calls. Customers deserve to be entertained if they’re prepared to wait on the line to speak to your advisors, welcoming IVR Prompts and Music On Hold Marketing is proven to retain those waiting on hold, compared to those who are faced with silence.

Bond has Moneypenny, your customers could have an IVR menu. Being able to direct your customer’s calls as quickly as possible through simple and easy to navigate menus is far more efficient than leaving someone on the line or passing them from department to department. Bond has Moneypenny, why not include an almost virtual secretary to your phone systems with IVR recordings?

How to place people on hold

Yes it is as simple as hitting the hold button but, as always, there is a better way!

Over the summer we've been working closely with a call centre client to improve the experience for their callers. This included providing a report on the current system and offering a full solution to make customer service improvements, from rationalising the IVR routing scripts to recording the new IVR messages with a professional female voiceover; in addition we made a recommendation to train staff on how to place callers On Hold.

 Now stick with us here, yes it is as simple as hitting the hold button on the phone but how you prepare the caller before placing them on hold has an impact on how they feel and the customer satisfaction level. Think about it how often are you unceremoniously dumping someone on hold without any warning?

 It’s much better to explain (even apologise if the interaction isn't going well) before placing the caller on hold, something along the lines of:

 I’m going to place you On Hold, I’ll be back with you as soon as possible and won’t keep you any longer than necessary. Then place the call On Hold

When you return to the call: Hi [callers name] thanks for being On Hold, sorry to keep you.

Simple but effective and callers will appreciate it. Test it out. Get your teams together, brief them, then at the end of the week hold a team meeting and see the responses they have had.