An inbound phone call from a prospective customer is an opportunity to win new business or, at the very least, begin a dialogue with an individual that could result in business down the road. However, this opportunity is potentially squandered if there is no one on the company's side to engage the caller and provide information they are looking for.
Developing messages to play for callers while they wait on hold can help with the process, but if you are busy you don't want your callers to have to stay on the line for an elongated period of time. Eventually, they will want to speak with someone who will provide them the answers they are looking for or at least set them in the right direction. If hold messaging is constantly repeated, is stale or, worse yet, is non-existent, your callers won't want to stay on the line. Silence prompts hang ups. When callers do hang up the phone, studies indicate they'll pick it up again and call a competitor.
Marketing strategies aimed at prompting potential customers to call your company are challenging enough. That's why you must seize each opportunity when you are contacted. Partnering with a live answering service provider can do this by presenting callers with engaging and knowledgeable professionals who can serve as the front line for your organization. When you are called, an answering service can spring into action and help turn each call into a qualified lead. This keeps potential customers from calling your competitors and gives you the opportunity to do what you're good at—closing business.