Special call forwarding systems features can project competency, propel small business forward
Okay, this might seem like a minor feature to talk about when it comes to call forwarding system features, but stay with me, there’s a reason behind it. Let’s talk about music. Not pop stars or the latest industry drama, but plain, simple music when you place a call and are put on hold. Is it that big of deal?
I once worked for a guy who I affectionately called “Sergeant Webster.” This is because he knew the most random of facts, trivia and useless information. He was very smart, and was the master of business strategies. He could win any debate, and he could talk his way out of a paper bag. He was the director of a non-profit organization, ruled with authority and took no prisoners.
So one day (this was at least ten years ago) he stormed into the office and ranted about getting our call forwarding system set up with a professionally recorded voice and music system for our on-hold customers. Why was this suddenly a priority?
Because he had studied research that revealed customers left on hold with music and voice messages about a corporation or company, versus customers that listened to silence, were in better moods, more cooperative, and more likely to spend money.
His poor assistant was assigned with the duty of finding a provider, which wasn’t nearly so easy to do then as it is now. She had to pick a voice talent, pick a style of music, and coordinate all the minor details that went along with it in order to get our on-hold features up to par with our director’s desires. It took, literally, weeks. But once it got up and running, we did see a difference. We noticed how our customers appreciated it and made comments, we noticed the mood changes, and we felt like our little bitty office of seven staff members seemed to appear more “legitimate,” to say the least.
This leads me to the whole point of this blog. People don’t like to be put on hold, but you can do something to make the experience a little less annoying, a little more pleasurable. You can project a new level of professionalism with your call forwarding system! Just as large corporations provide on hold music for their customers, you can too. During a live call transfer, your customer will hear a relaxing instrumental piece until they are connected with you! Which, according to “Sergeant Webster,” and all his research, will lead to positive things for your image and your bottom line.
So let the music play, and step up to a new level of business.