Invest in Call Tracking Call
Recognizing that You Have a Call Abandonment Problem Unless you’re a data junkie, you probably don’t realize just how big an issue call abandonment is for your business. Use these tips to identify whether or not you’re missing out on valuable calls: Put Yourself Through the Ringer (Literally!) One of the best ways to understand your caller’s experience is to do a test run of your own. Call your business and consider: How many rings does it take before the phone is answered.How many hoops do you need to jump through before you can speak with the right department? Did you IT Numbers get put on hold? If so, how long was the wait? Did the music drive you nuts? Did you make it all the way to the answering machine? Do you even have an answering machine? If so, was the message informative and compelling? Not only is this a good exercise to conduct on your own, I also recommend asking a neutral, third party to give it a shot and offer their honest feedback. Run these tests often, at various times of day with various subjects. You’ll be amazed at what you find when you put yourself in your prospects’ shoes.
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Listen (and React) to Caller Feedback Call abandon rate Twitter convo When callers are frustrated with their phone experience, they’re rarely shy about it. Although most people probably grumble to their spouses or coworkers, a handful take their grievances public with social media. Monitor your social mentions religiously. Even if just one person is complaining about long hold times, egregious customer service, never ending ring cycles or crappy IVRs, it’s critical that you investigate the issue and take action. Just think—for every one person that complains publically, it’s likely that a number of others had the exact same experience.
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