Break the Silence
While silence is golden at the theater, silence for your on-hold messaging could be a disaster. When callers are given silence they check their email, watch TV, and cruise social media to find out what they’re missing out on. The moment your caller begins clicking through the channels and liking their friend’s posts, you’ve lost them. They have every form of distraction at their fingertips and are rapidly clicking away. The call they made to your company is now largely governed by several outside sources. Also, without a hold message, the average hang-up time is 43 seconds, and they may never call back. Even worse, if an upset customer is given silence to deal with their frustrations, the situation could quickly be escalated to infuriation.