There are lots of great suggestions about how to keep customers from zeroing out. But sometimes zeroing out is exactly what you want them to do.
When? Whenever they want. If your customer wants to talk to an agent, make it happen. If he hits zero, send him on to a live agent, no questions asked, no obstacles placed and no holds barred.
And by “no holds barred” I mean the hold time spent until the call can be routed to an available agent.
Now, people don’t mind waiting for something if the wait isn’t overly long or if it isn’t boring or annoying and they have some idea of what the hold time will be. (At least I don’t.)
And there’s your opportunity.
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OK. Customer on hold.
Now what? Spin the promotions loop? Cue the music?
Cue the information instead.
Just because the caller wants to talk to an agent—for whatever reason—doesn’t mean she doesn’t want to hear current and relevant information. It just means she doesn’t want to interact with the telephone. There’s nothing stopping you from using that hold time to tell her just that kind of useful information.
What kind of information do I mean, exactly?
What have you got?
It doesn’t matter what you tell them as long as you’re talking about them: as long as they’re the subject of the conversation. Tell them their balance. Tell them their next payment date. Tell them the amount of their payoff. Share some of your basic analyses: average daily spend and Interest YTD for instance. It really doesn’t matter—if it’s customer information, and it’s in your database, then your customers want to hear it whether they ask for it or not.
Here are some of the advantages to doing this:
Don’t waste my precious hold time playing music and trying to sell me things I don’t care about.
Make my wait interesting to me.
And what’s interesting to me?
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